Hiring- Senior Manager-Quality in Process and Performance Support team for QSC India
Main Objectives of this position
· Drive customer experience through audit of Calls and Cases
· Drive improvement through insights generated from audits
· Initiate ad-hoc audits to assess process health
· Create sustainable feedback mechanism
· Generate agent specific TNI’s to help focussed refreshers
· Work in close coordination with business
· Share insights with top management
Function and duties
· Ensure that the audits are done as per the agreed targets
· Keep re-inventing the feedback mechanism to ensure optimum output
· Make recommendations and implement the same for improving quality services
· Raise the flag for any deviation observed in the processes
· Recommend, implement, and monitor preventive and corrective actions to achieve quality standards
· Creating reports and dashboards for Management
· Handholding BQ Agents
Qualifications and Technical Job Requirements
· The candidate should have 8 – 12 years of relevant working experience
· 3 – 5 years latest experience as a Quality Head, preferably from a Shipping Company, else should have quality experience ( most recent ) in e-commerce / banks / insurance processes
· Post-Graduate degree in Finance/Economics/Mathematics/Statistics
- A team player with ability to work under pressure.
- Willing to take ownership of tasks and responsibility.
· Good analytical skills
Success Criteria for Position
· Improvement in KPI
· Improvement in Customer Experience (NPS)
· Enabler for business
· People’s Manager
· Team’s efficiency
Special Tasks (if applicable):
· As and when the profile demands
