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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | BPO / Call Center |
| Functional Area | Quality (QA-QC) |
| EmploymentType | Full-time |
Responsible for Monitoring and ensuring Service Quality Plan adherence.Should have an experience of managing 20-25 QAsWork in conjunction with the Team Leaders and the Operations Managers to ensure performance and quality standards are adhered.Carrying out Fortnightly / Monthly Meetings with Operations Team to plan actions for improvement in Quality PerformanceAttending internal & external calls for Quality DiscussionsEstablishing and strengthening QC Practices as per process and business requirement.Support to QC s, TL and Managers in driving Quality Improvements.Direct employees to ensure highest standard of quality so that the organization meets both internal and external requirements.Tracking and analyzing customer complaints.Preparation of Table F, FMEA, SDQ Matrix, Quality Dashboards report etc.Contract management should be able to drive the obligations from the MSA.Client management Liaise with the customer on process improvements, enhancement of customer satisfaction, issue resolution, quality drive.Responsible for Driving process improvement through Lean Six SigmaShould have used Quality Tools in his current Role for Quality AnalysisBuild relationships with key business leaders and other onsite stakeholders to drive improvementsFacilitate the sharing of best practices from within and outside the organization and implement them and drive performance benchmarkingManage the flow of day-to-day operations,
Keyskills :
client managementquality standardsquality toolsservice qualitysopleancontract managementgreen beltcertified tips trainerroot causeissue resolutionyellow beltworking experienceprocess improvement