Job Description
Location -
Mumbai / Nagpur / Chennai
Experience
FOR AM / DM - 6+years of experience in quality & process excellence
For manager - 10 years of experience -(exposure in quality - international )
Technical Competencies: (Job related)
- Devise and establish a process quality procedures, standards and specifications.
- Review customer requirements Exposure to international contact center Quality process & audit mechanism.
- Should have experience in managing the quality team and had direct reporting of AMs or TLs
- Should have worked extensively on MS Office and have good presentation skills.
- Should have worked on process improvement & implemented RPA or any other transformation, which had a sizable impact.
- Should be data oriented, one who can slice or dice the dice the data and produce inferences.
- Should be able to manage the client or any escalation or production issues on a day to day basis independently.
Key skills for quality assurance managers
- Analytical Skills
- The ability to make considered decisions and to communicate them effectively.
- Excellent technical skills.
- Good numerical skills and an understanding of statistics.
- Leadership ability, should be flexible with ops asks and can work with multiple different stake holders.
- Planning and organization skills.
- Interpersonal skills.
- Problem-solving skills