Quality Manager


DLF Phase III
Gurgaon

• Job description  Quality Manager

Roles and Responsibilities

• Develop standardized production, quality, and customer-service standards.
• Should be from the international bpo background.
• Identify potential risks before they become a problem, focusing on root cause analysis and preventive action
• Perform internal and external quality audits and compile detailed reports of findings
• Build a strong team through coaching, mentoring, specific training and performance evaluations
• Lead the team of Quality deputy managers. Responsible for planning & implementing Quality programs & workshops to the front-line agents and operations leaders
• Responsible to meet the set quality thresholds for a campaign or line of business
• Identify training needs according to needs of process/Campaign/Line of business
• Recruit QAs or QAMs to maintain the support ratio, backfill in case of attrition
• Make & ensure adherence to the Quality teams weekly & monthly schedule
Prepare budget for Quality programs and workshops
• Observe and track Monthly & Yearly progress for each team member measuring and discussing individual performance Scorecard
• Responsible for various aspects including Training Need Analysis, Functional, Process etc. Monitor and evaluate Quality programs effectiveness, success, and Return on Investment periodically and preparation of Weekly, Monthly & Quarterly reviews
• Maintain a monthly Early Warning System tracker to flag any potential attrition and retain talent through regular discussions and involving HOD & HR if required.
• Work with operations team for continuous process improvement and support process enhancement training
• Attending all Internal & External calls (Calibration sessions, Quality calls, Reviews etc.)

The package is up to 9 LPA
5 days working
2 rotational offs

Qualifications
• Bachelor's degree or equivalent experience in Engineering
• 5+ years' relevant work experience
• Highly organized with excellent attention to detail

share ur resume on jobs4you94@gmail.com

#job #experience #share #resume #gurgaon #business #training #business #team #leaders #talent #leaders #success

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