quality team manager in chennai

posted
contact
randstad india
position type
temporary
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posted
location
chennai, tamil nadu
function
ITeS & BPO
position type
temporary
experience
5
reference number
55459
contact
randstad india

job description

quality team manager in chennai

* Responsible for monitoring all Quality Assurance activities - Define sample size & monitoring plan for various work types, analyse performance trends, develop reports to highlight trends & opportunities for improvement and drive quality improvement initiatives * Responsible for development of the Quality Assurance strategy, methodology, discipline, and framework * Review transactions handled (Email, Chat and Voice) to identify opportunity areas at product, system, and agent level * Manage corrective action as well as preventative action, but with emphasis on root cause analyses to ensure that process issues are deterred from recurring once they are resolved. Work closely with operations and training & knowledge management teams to implement action plans and monitor progress * Conduct Training Needs Identification / Analysis (TNI/ TNA) using both structured and informal methods across all work types, lead calibration sessions to get all case handles, operational and support leaders on the same page * Mentor and guide direct reports and work closely with all team members / managers, intervene appropriately to create a competent and close-knit team * Work with BI team to develop dashboard reporting which has views on performance trends on various work-types, team and agent wise reporting, etc **Skills and Experience** * Min 8-10 years of experience in Quality role (QA, QA-TL and min 2-3 yrs. experience as a Quality Manager) * Bachelor's degree in any work stream * Must have hands-on experience on creation of a Transactional Quality monitoring form, implement six sigma approach on defining statistical sample size & quality monitoring plan, define target for monitoring samples and drive high quality output, etc * Led & mentored process improvement projects and demonstrated significant benefits (Tangible/Non-Tangible) * Awareness of UK financial industry is an added advantage

skills

quality assurance, Email, chat

qualification

MBA/PGDM