Job Description

Manager Quality - IND BusinessTotal Work experience - 10 YearsRelevant work experience - 1 + yr as a ManagerShifts - 8am-10pm (Work window) / RotationalWeekoffs - Any 1 day (rotational)Summary of Primary Job Responsibilities:

• Responsible for devising and establishing Quality procedures, standards and specifications
• Review customer requirements and make sure they are met and Look at ways to reduce waste and increase efficiency.
• Set up and maintain controls and documentation procedures.
• Monitor performance by gathering relevant data and produce statistical reports
• Measure performance and identify any areas of weakness, recommending and implementing improvements
• Liaise with other managers and staff and provide training, tools and techniques to enable others to achieve quality standards. Assess the effectiveness of changes made.

Typical Qualifications:Education:

• Bachelor\'s degree in business administration or relevant fields.

Experience Target (in this job or a related function/field):

• Prior experience in quality assurance as a manager or other related roles.
• 3 plus years\xe2\x80\x99 experience in an operations/customer service call center environment.

Skills: (identify essential skills required, and identify additional skills that enable success in performing this job)

• Strong knowledge of quality assurance standards and methodologies.
• Excellent managerial, leadership and communication skills.
• Analytical approach with good numerical skill and understanding of statistical analysis.
• Keen attention to detail and organizational abilities.
• Basic knowledge of computers and use of software like MS Office.

Knowledge: (describe type and level of knowledge needed to perform essential job functions and those that enable success in performing this job)

• Demonstrated experience in managing quality/operations teams in a service environment.

• Must have handled large teams in BPO for Voice & Non Voice process
• Understands the value of confidentiality and sensitivity of tasks at hand
• Consistently exhibits honesty in giving reliable solutions/answers to client\xe2\x80\x99s inquiries and or issues

Abilities: (describe type and level of abilities needed to perform essential job functions and those that enable success in performing this job)

• Ability to work under pressure in a fast-paced dynamic environment.
• Clear and logical thinking with an ability to deal with ambiguity.
• Communicates effectively in a positive manner
• Excellent Customer Service Skills
• Demonstrates an ability to be well-organized, efficient and self-disciplined

Special Certifications (if appropriate--identify if required to perform the job or just preferred)

• Certification in Lean and/or Six Sigma or equivalent, would be preferred

Travel Required (typical % of time, scope of travel (in country, international), transportation mode, special issues):

• Not required.

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