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Quality Manager (Telecom) @ eClerx

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 Quality Manager (Telecom)

Job Description

Role & responsibilities

Drive continuous improvement program across processes. Undertake detailed process improvement studies and up skills the team members.

  • Provide Training and Quality support, development of metrics and dashboards in line with customer requirements
  • Design overall framework of learning development for associates across locations. Ability to lead a team, coordinate with other locations and drive standardized practices
  • Strengthen quality management processes/framework to improve quality delivery. Should meet and exceed client metrics
  • Accurately capture the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation
  • Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options
  • Innovate new ways of learning and help drive adoption of Tech infused learning solutions
  • Manage Call/Chat Quality & Client related KPIs with analytical quantification and establish co-relation
  • Excellent communication skills. Good people management skills Good knowledge of MS Office Analytical / Quantitative skills
  • Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment
  • Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options
  • Prepare WBR/MBR and client deliverables deck

Preferred candidate profile

10+ years of industry experience in Quality & Training including Telecom experience

  • Flexible to work 5-Days and in Evening/Night shifts
  • Exposure to different improvement frameworks like six sigma, lean. Sig Sigma Black Belt certification is preferred
  • Strong analytical skill- ability to work with huge volume of data using statistical tools
  • Sig Sigma Black Belt certification is preferred
  • Thorough knowledge of MS office tools like Power point & excel are critical for the job
  • Strong client-facing skills with excellent communication, negotiation and conflict management skills.
  • Telecom experience is must .

Contact -Rupali Devlekar

E-****************C@ec***x.com

M-7678009***

Job Classification

Industry: BPM / BPO
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations
Role: Operations Manager
Employement Type: Full time

Contact Details:

Company: eClerx
Location(s): Pune

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Keyskills:   manager Six Sigma Certified Call Monitoring Telecom Feedback Team Management QC Tools Coaching Six Sigma Black Belt Voice Process m quality US Process Call Quality Call Audit Call Calibration International BPO

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₹ -11 Lacs P.A

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