Quality Assurance Manager - Hyderabad, India - Foundever

    Foundever
    Foundever Hyderabad, India

    2 weeks ago

    Default job background
    Upper Management / Consulting
    Description

    The ideal candidate is a critical thinker who will proactively improve the quality systems of the company through internal audits, participation in process improvement programs, and interaction with key partners to obtain constructive feedback.

    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.

    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 Sr manager or other related roles.

    · 14 plus years' experience in an operations/customer service call center environment.

    Skills:

    · 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:

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

    Job Description & Specification Sitel Job Description Form

    · Demonstrated ability managing and developing large high performance teams of analysts/managers is required.

    · 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's inquiries and or issues

    Abilities:

    · 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

    Decision Making Authority:

    · Build a quality framework

    · Risk assessment using FMEA

    · Insights to improve service quality and customer experience.

    Working Conditions:

    Call Center –Normal Working Environment

    Physical Demands:

    Will need to walk the floor, conduct meetings for few hours a day