International BPO Quality Manager Vacancies in KontactGlobal Mumbai, Maharashtra, India

Website KontactGlobal

This Job Listing is about KontactGlobal in Mumbai, Maharashtra, India
2022

About the job


International BPO Quality Manager
Location : Navi Mumbai

We are looking for a Quality manager to over see our Kontact Centres quality assurance programs. Establishing standards, governing customer interactions and implementing monitoring programs are critical aspects of the job. Being a Kontact centre quality manager, you will design training programs and introduce process enhancement tools that process quality issues. Manages day to day operations audit and reports / conducts process audit on a day to day basis to plan and deliver quality service as per client requirement.

• Ensure quality framework is in place and coordinated across stake holders

• Implement clear overall quality strategy with scalable process / tools/ systems that allow resource efficient monitoring of decision accuracy and align to Project’s contract agreement.

• Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance

• Establish quality governance process with clients and operations to ensure effective communication and organization

• Works with client on change management process, tools enhancements, and workflow amendments

• Proactively identifies opportunities and coordinates with different functions – operations, training, workforce, and reporting towards quality improvement

• Drive investigation of highly sensitive issues affecting client, working with different teams to understand why and what happened

• Develop and mentor people, act as a career counselor and create a high performing team (foster relationships, resolve conflicts, etc.)

• Bring innovation ideas and help client create work process standardization

Qualifications

• Post Graduation

. Industry experience in : international BPO experience managing processes for : Travel, hospitality, banking, Airlines

• Must have at least 7-10 years overall experience in Quality Assurance

• Must have at least 3 to 5 years of experience in Quality Management role in BPO only

• Experience in client facing

• Six Sigma certification is an advantage

• Requires analysis and solving of complex problems

JOB DETAILS
Company: 
KontactGlobal
Vacancy Type: 
Full-time 
Job Location:
Mumbai, Maharashtra, India

Application Deadline:
N/A

Apply Here

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