Description

JD for Quality Assistant Manager Excellent communication skills Quality AM/DM on paper for minm 2 years Lean/Six Sigma (Black belt preferred) certified Initiate, drive and implement projects based on people and process independently to ensure continuous improvement. Regularly assess training needs out of the Teams audits to fill gaps in performance. Review and analyse performance reports against targets on a weekly/monthly basis with the Process owner and with the client and investigate causes for performance deviations. Monitor compliance adherence through timely audits, generating awareness on the floor etc. Set standards for high levels of performance, process excellence in the team, including benchmark and facilitating the process for goal setting Focusing on enhancing qualitative service delivery like AHT, CSAT , conversion etc across all the processes Implemented & ensuring compliance to CAP policies & procedures by employees Enhanced client satisfaction through qualitative service delivery in compliance to Quality KPIs Good team management/ Analytical skills (Inbound. Sales,Email, Outbound Processes) Desired Candidate Profile Candidate Should be excellent in Communication skills. Six sigma certified preffered Quality Experience on papers is mandatory. Experience in BPO industry is preferred. Candidates with good communication skills are preferred Working together with project leaders to discuss solutions to quality issues. Proficiency in conducting audits, handling QMS related documents like complaints, Deviations ,CAPA,RCA etc.

Role and Responsibilities

• JD for Quality Assistant Manager Excellent communication skills Quality AM/DM on paper for minm 2 years Lean/Six Sigma (Black belt preferred) certified Initiate, drive and implement projects based on people and process independently to ensure continuous improvement. Regularly assess training needs out of the Teams audits to fill gaps in performance. Review and analyse performance reports against targets on a weekly/monthly basis with the Process owner and with the client and investigate causes for performance deviations. Monitor compliance adherence through timely audits, generating awareness on the floor etc. Set standards for high levels of performance, process excellence in the team, including benchmark and facilitating the process for goal setting Focusing on enhancing qualitative service delivery like AHT, CSAT , conversion etc across all the processes Implemented & ensuring compliance to CAP policies & procedures by employees Enhanced client satisfaction through qualitative service delivery in compliance to Quality KPIs Good team management/ Analytical skills (Inbound. Sales,Email, Outbound Processes) Desired Candidate Profile Candidate Should be excellent in Communication skills. Six sigma certified preffered Quality Experience on papers is mandatory. Experience in BPO industry is preferred. Candidates with good communication skills are preferred Working together with project leaders to discuss solutions to quality issues. Proficiency in conducting audits, handling QMS related documents like complaints, Deviations ,CAPA,RCA etc.