Description

Hiring- Senior Manager - Quality

• Full Time
• Andheri East, Mumbai, Maharashtra, India
• Hybrid
• With Professional Experience
• 4/24/24

Hiring- Senior Manager-Quality in Process and Performance Support team for QSC India

Main Objectives of this position

· Drive customer experience through audit of Calls and Cases

· Drive improvement through insights generated from audits

· Initiate ad-hoc audits to assess process health

· Create sustainable feedback mechanism

· Generate agent specific TNI's to help focussed refreshers

· Work in close coordination with business

· Share insights with top management

Function and duties

· Ensure that the audits are done as per the agreed targets

· Keep re-inventing the feedback mechanism to ensure optimum output

· Make recommendations and implement the same for improving quality services

· Raise the flag for any deviation observed in the processes

· Recommend, implement, and monitor preventive and corrective actions to achieve quality standards

· Creating reports and dashboards for Management

· Handholding BQ Agents

Qualifications and Technical Job Requirements

· The candidate should have 8 – 12 years of relevant working experience

· 3 – 5 years latest experience as a Quality Head, preferably from a Shipping Company, else should have quality experience ( most recent ) in e-commerce / banks / insurance processes

· Post-Graduate degree in Finance/Economics/Mathematics/Statistics

• A team player with ability to work under pressure.
• Willing to take ownership of tasks and responsibility.

· Good analytical skills

Success Criteria for Position

· Improvement in KPI

· Improvement in Customer Experience (NPS)

· Enabler for business

· People's Manager

· Team's efficiency

Special Tasks (if applicable):

· As and when the profile demands

Mit einer Flotte von 258 modernen Containerschiffen und einerGesamttransportkapazität von 1,9 Millionen TEU ist Hapag-Lloyd eine derweltweit führenden Linienreedereien. Das Unternehmen ist mit rund 14.000Mitarbeitenden an Standorten in 135 Ländern mit knapp 400 Büros präsent.Hapag-Lloyd verfügt über einen Containerbestand von 2,9 Millionen TEU –inklusive einer der größten und modernsten Kühlcontainerflotten. Weltweit 115Liniendienste sorgen für schnelle und zuverlässige Verbindungen zwischen mehrals 600 Häfen auf allen Kontinenten. Hapag-Lloyd gehört in den FahrtgebietenTransatlantik, Mittlerer Osten, Lateinamerika sowie Intra-Amerika zu denführenden Anbietern.

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