• Quality Manager OCC Jobs in Hyderabad,India - 25291361

  • SKILLVENTORY
  • Save Job
  • 3 - 8 Years
  • Posted : above 1 month

Job Description:

The Role ensures that the services provided by the department meet and exceed the defined quality and productivity
standards while ensuring delivery on the service promise to the customer
Develop quality assurance plans, sampling methodologies, audit types, monitoring procedures, feedback and coaching
methodologies, corrective actions, and verification procedures in accordance with the Standard Operating Procedures
(SOPs)
Monitor the team productivity and adherence to laid down standard operating procedures with emphasis on accuracy
and on-time delivery Evaluate teams effectiveness and take corrective actions
Facilitate periodic calibration sessions with OCC leadership and other areas of operations to ensure consistency in the
evaluation process
Dive deep into customer escalation and transfer processes to identify root causes and implement process improvements
around reduction
Prepare quality reports by collecting, analyzing and summarizing information and trends implementing corrective and
preventive actions Ensure availability of the required reports to each stakeholder
Engage stakeholders through calendarized meetings and other forums to arrive at action plans to improve accuracy,
quality scores and customer experience ratings

Liaise with training function to ensure looping back findings from quality audits, creation of relevant training content/
scripts and conducting a dip check on critical areas Participate in New Hire Training batches to ensure orientation to
quality standards and participate in the certification process
Create employee engagement strategy that enables higher performance and to manage and control attrition through
effective employee engagement activities
Ensure the required support is available to the frontline resources in the absence of their managers or otherwise
Manage and participate in projects involving communication initiatives, system or product enhancements, root cause
analysis, and workflow redesign
In his leadership position, the QM will also lead the department in the orientation and training of new quality assurance
personnel in order to ensure a high standard in the execution of duties He will also act as mentor to key departmental
personnel, assisting in the performance of duties upon request, ensuring the constant improvement of their skills, and
essentially readying these personnel for the next level in lateral or vertical movements

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : IT-Software
Functional Area : HR/PM/IR/Training
Role : Recruitment
Salary : As per Industry Standards
Deadline : 01st Jun 2020

Key Skills:

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