Manager - Quality Site lead

SUMMARY:
The Role:

The Quality Site lead will be responsible for delivering the business KPIâ??s of the site / locations assigned and will be responsible for ensuring implementation and compliance of call quality standard.

The Quality Site lead will be required to draft and implement the Quality Plan. In line with In-house Quality standards of th...

POSITION INFO:
The Role:

The Quality Site lead will be responsible for delivering the business KPIâ??s of the site / locations assigned and will be responsible for ensuring implementation and compliance of call quality standard.

The Quality Site lead will be required to draft and implement the Quality Plan. In line with In-house Quality standards of the iSON and client expectation if any. Site lead will be the single point of contact for all quality related queries and clarifications and achievements. The Quality Site lead will act as single point of contact at the locations for Client and relevant stakeholder. The site quality lead is expected to identify and drive projects and initiatives to achieve customer, employee and investor satisfaction as a part of continuous improvement. 

Responsibilities:

• Prepares Quality Plan for the locations.
• Designs KPIâ??s in line with business expectations and discuss with CQSD.
• Schedules and participates in call calibration sessions with the client and operations team.
• Works closely with the Team Leaders and Trainer(s) in managing and improving Customer Care Executives performance
• Supports coaching efforts by Trainer and Team Leaders.
• Analyses the performance trends for new hire on the quality and advises on areas of improvement/re-training.
• Prepare Quality reports on trends and observations to ensure client and customer satisfaction, in line with pre-determined reporting frequency.
• Interprets quality data to initiate, implement and tracks quality initiatives for continuous improvement.
• Supervises the implementation process of call drivers to ensure client and customer satisfaction
• Proactively evaluates internal controls for auditing purposes as per the Quality Standards 

• Min 9 years of Overall Work Experience
• Min 4 year of exp. In team management roles
• Graduation will be an added advantage
• Cross functional influential abilities
• Well versed with Stakeholder Management
• Advanced Knowledge of Six Sigma process
• Good level Quality Function related activities and deliverables
• Good Analytical Skill
• Awareness of Problem Solving Quality tools and ISO standards 

Other:

• Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays
• Ability to work extra hours to meet business needs
• To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements â?? where applicable
• Open for Travel

Competencies:

• Leadership
• Team Work
• Communication
• Performance Focus
• Managing Self
• Analytical
• Adaptability
• Integrity

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