TIMING- Night Shift, US Process
KEY SKILLS-
should be from voice process & collection background. Should have managed transactional analysis, lead a team of QC, exposure of customer service, GB certified/trained
BASIC FUNCTION- The QC Manager is responsible for ensuring smooth functioning of Quality Compliance function
in client processes while ensuring that internal and client compliance requirements are met and
assisting in driving incremental improvements. The QC Manager is also required to oversee initiation
and successful closures of all automation efforts/ process excellence initiatives for the process
across locations.
ROLES AND RESPONSIBILITIES- Set up of QC for new process / clients requiring extensive interaction with clients to understand
and capture all requirements
Closely work with operations team and clients to continuously benchmark processes, baseline
performance and target setting
Incubation of QC in all new processes.
Perform ongoing reviews to ens
Job Description
TIMING- Night Shift, US Process
KEY SKILLS-
should be from voice process & collection background. Should have managed transactional analysis, lead a team of QC, exposure of customer service, GB certified/trained
BASIC FUNCTION- The QC Manager is responsible for ensuring smooth functioning of Quality Compliance function
in client processes while ensuring that internal and client compliance requirements are met and
assisting in driving incremental improvements. The QC Manager is also required to oversee initiation
and successful closures of all automation efforts/ process excellence initiatives for the process
across locations.
ROLES AND RESPONSIBILITIES- Set up of QC for new process / clients requiring extensive interaction with clients to understand
and capture all requirements
Closely work with operations team and clients to continuously benchmark processes, baseline
performance and target setting
Incubation of QC in all new processes.
Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client
requirements
Facilitate and identify potential areas for improvement and actively participate in improvement
initiatives and drive incremental improvements through AIM
Ensure the effective running and updation of the PROMPT system and accurate rating of
process performance vis--vis SLA targets
Co-ordinate with Quality team and Process owners to ensure improvement exercises (Six Sigma
Projects, AIM, etc) continue to happen in the processes.
Train / mentor AMs and QCAs and operations teams on quality tools and concepts
To provide guidance and suggest platforms and solutions for all automation efforts within the
process.
Client, for the process quality interactions and calibrations
SKILLS:
TECHNICAL- Excellent working knowledge of MS Office MS Excel, Power
Point, Word Doc, Outlook, GUI, SQL, VB, dot net, java, etc
Knowledge of calls recording system and its usage (NICE,
Witness, etc) preferred
PROCESS SPECIFIC- Preferably knowledge of industry domain being aligned to
(example, Insurance, Banking, etc)
Basic six sigma knowledge
GB certified/ trained
Knowledge of quality systems (ISO, COPC) preferable
SOFT SKILLS( DESIRED)- Project management skills to drive improvement projects /
initiatives
Analytical skills
SOFT SKILLS ( MIN)- Functional
Operational planning and process management to effectively
plan, prioritize and execute everyday QC operations
Knowledge of quality assurance, process improvements,
domain, etc
Monitoring and Reviewing
Leadership
Fosters a spirit of collaboration and team work
Ability to relentlessly pursuing excellence
General
Conformance to policies / compliances with auditing skills and
eye for details
Ability to coach and give feedback on an ongoing basis.
Strong written and verbal communication Skills.
QUALIFICATIONS-
Graduate in any stream
Exposure to quality systems (ISO, COPC, etc) preferred