Manage a team of Green Belts, Mentor all the Projects (both internal & external Assignments)
Institutionalize Six Sigma & Lean practices, Manage and driving Quality Methodologies & corporate initiatives
Responsible for business level strategies to improve the current system.
Manage all the Quality service levels signed with the client. Ensure no hit on commercials (Quality metrics), if managing any service level related project
As all the Quality metrics has an impact on client VOC , so management of external VOC is imperative
Improve the DNA of the vertical by ensuring a proper system of training, certification and process improvement in the business assigned
Maintain the quality benchmark for call handling, Supports ongoing monitoring and feedback program
Reviews and enhances monitoring tools , Develops the monitoring team and supports team training requirements Ensure consistency in Quality standards
Reviews feedback from Business channels regarding the Quality aspect of Customer Services ,Demonstrates a high level of commitment to improve customer service
Experience in Quality Management. Able to work on self-initiatives, Flexible and adaptable, Sense of urgency, Strong attention to details
Able to communicate at all levels, Decision Maker, Solution Oriented.
Audit and Feedback Compliance as per ISO 9001:2008 and other applicable certifications , Team attrition to be managed.
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