Quality Associate Manager

Quality Associate Manager

Sequoia Connect

Quality Associate Manager

Detalles de la oferta

Our client represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™. Our client is a USD 4.0 billion company with 107,100+ professionals across 90 countries, helping over 800 global customers including Fortune 500 companies.

Its innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to its stakeholders. Our client is also amongst the Fab 50 companies in Asia as per the Forbes 2014 List.

Our client is part of the USD 16.9 billion Group that employs more than 200,000 people in over 100 countries. The Group operates in the key industries that drive economic growth, enjoying a leadership position in tractors, utility vehicles, information technology, after-market and vacation ownership.

We are currently searching for a Quality Associate Manager


- Reports into the Manager Quality / Center Quality Manager.
- Primarily responsible drive Transaction Quality initiatives with reference to the Program / process level alignments.
- Manage a team of Quality Team Leads, Quality Associates
- Drive process improvement and other quality tools for process performance measurement and standardization
- Ensure program/ process level Quality targets are met ensuring optimal utilization of Quality resources
- Interact with HR to ensure necessary staffing anticipating attrition and ensuring continuity
- Manage & replicate best practices from other locations/processes to improve process performance
- Ensuring weekly Call calibrations with level 1 support teams & follow up on improvement areas
- Sharing the weekly metrics with the team
- Provide coaching and feedback on associate’s performance
- Customer / Internal escalation management (Transactional Operations)
- Performing a Training Needs Identification (TNI) for the team and facilitate trainings accordingly.
- Analyze performance reports and formulate actionable based on same
- Map processes, define process, and execute them
- Develop action plans with tangible deliverables
- Excellent skills on Excel/Quality Tools / Data Analysis / Analytical Skills / Reporting
- Coordinate with support functions to address the issues raised by associates
- Conducting One-To-One session with all associates, tracking issues & concerns raised – forwarding the details to respective department
- Nominating associates for various training programs
- Identify and execute process optimization using Kaizen, Six Sigma and Lean Prepare & maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organization
- Identifying the career aspirations & grooming associates for the next level
- Motivate team by implementing and following up on employee involvement schemes like suggestion schemes, internal events, compliance to 1-1 sessions, counseling & mentoring and cascading corporate communication to team
- Device personal development plan for the team members


- At least 6-7 years of BPO experience, working experience in at least a Team leader capacity
- 3-4 years of experience in Service desk/ Help desk / Technical support/ Contact Center business
- Experience in managing multi-location & multi-program operations
- Preferred ITIL Certified
- Experience in Transactional Quality Operations
- Good analytical skills and knowledge on SLA/ KPI metrics
- Ability to multi-task & handle tasks with competing priorities effectively
- Strong skills in data analysis using statistical tools and methods
- Identify opportunities for value ads and Identify, initiate and execute them
- Ability to Plan and Prioritize
- Decision-making ability
- Ownership and problem resolution
- Device personal development plan for the team members
- Should be open to work 24/7

Role Performance Measures

- QNI/ Financial savings (Cost avoidance / Penalty reduction)
- Program/ Process Level SLA/KPI Performance (Qualitative Metrics)
- Internal/ External Client satisfaction ratings
- Employee engagement & development initiatives


- English advance
- Spanish Native

If you meet these qualifications and are pursuing new challenges that focus on delivering innovative solutions that increase business value, we’d like to talk with you today. Come be a part of the action at Sequoia Connect.

Fuente: Bebee


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