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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Aviation / Airline |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
Role Summary:Responsible to provide oversight and direction for the quality function in a service center operation, managing a team of Quality Executives/ Sr. Executives, monitoring, auditing and implementing quality & compliance standards, initiatives and analysis for the service centers/ channels and managing the calibration process across all enterprise contact centers.Key Responsibilities:Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to minimize error opportunities.Responsible for conducting process level analysis root cause analysis, trend analysis, training need analysis for the process etc. and designing plan of action to minimize the errors/ defects.Initiating activities/ projects on the operations floor to enhance productivity with quality.Participating in internal & external calibration sessions with Quality/ Operations.Identifying fatal and non- fatal errors impacting the process and take corrective/ preventive action.Work with LOB team to ensure the RCA is completed for all the escalated cases.Identifying areas of improvement and preparing the process to achieve the desired Quality Standards.Participate in weekly vendor meetings, address key Quality performance concerns, and follow up on vendor action plans to drive the performance.Providing supervisors & manager with regular performance feedbacks on the executives.Knowledge management for the team and quality control.Designing new templates, daily dashboard and analysis of reports/ data to measure team performance.Supervise and work closely with the LOB team to develop the overall process improvement strategy and quality plan.Arranging mandatory and desirable trainings for QAS Training on QMS, data analysis and basic quality tools to enhance process improvement ability.Highlighting issues as per the quality parameters.Validation of Sampling Plan on monthly basis, Random audit of TM process on key controls like %age audit and Sampling method adherence.To use quality monitoring data management system for compiling and tracking performances at team and individual levels.Minimum Qualifications: Graduate / Diploma (10 + 2 + 3 / 10 + 3)Professional Certifications: IATA Preferred though not mandatory, COPC & Six SigmaLanguage Skills: English skill. Spoken Hindi (neutral accent),
Keyskills :
tat mis sales banking accounts rendanalysis trainingneedanalysis rootcauseanalysis winningothersover needanalysis datamanagement qualitymonitoring managementsystem rootcause dataanalysis qualitytools