Quality Associate Manager

Quality Associate Manager
Empresa:

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

Responsibilities

- Manage a team of QAs or QTLs
- Customer / Internal escalation management (Transactional & Business)
- Ensure client quality targets are met & exceeded
- Drive process improvement and other quality tools for process performance measurement and standardization
- Complete knowledge of the Contact center process procedures & best practices
- Interact with HR to ensure necessary staffing anticipating attrition and ensuring continuity
- Maintain operational documents like Key Performance Indicators (KPIs) report, Other Performance Report, Delivery Plan (DP) etc.,
- Manage & replicate best practices from other locations/processes to improve process performance
- Ensuring weekly Call calibrations with internal/ external teams & follow up on improvement areas
- Sharing the weekly metrics with the team
- Provide coaching and feedback on associate’s performance
- Performing a Training Needs Identification (TNI) for the team and facilitate trainings accordingly.
- Proven experience to independently 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
- 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
- Ready to work at any level in the organization for the deliver on targets
- Tracking & managing leaves for Quality associates
- 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
- 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
- Drive Process improvement initiatives impacting Program level SLA / KPI metrics
- Drive internal teams in designing and developing Process documents
- Deliver Quality related activities with zero escalation mode
- Ensure process & business calibrations between internal & external stakeholders
- Deliver financial savings (Yearly) through process & business initiatives
- Drive & build internal teams on required Quality standards & best practices
- Controlled attrition and maintain capacity requirements (Quality resources)

Requirements

- At least 6-7 years of BPO experience
- 3-4 years’ experience in Service desk/ Help desk / Technical support / Customer Care / any contact center business
- Experience in Transactional Quality Operations
- Good analytical skills and knowledge on SLA/ KPI metrics
- Good “people skills” for building relationships with colleagues at all levels
- Ability to think beyond and come-up with process improvements and value creation
- 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

Language:

- 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


Área:

  • Otros / Otros

Requisitos

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