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Team Manager Quality / Customer Operations

2.00 to 3.00 Years   Delhi   12 Nov, 2020
GAIN Credit
Job LocationDelhi
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

  • 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
Organization Grade4/5Position TitleTeam Manager- QualityDepartmentCustomer OperationsReporting RelationshipsVP / Sr. Director COPSCross Functional RelationshipsInternal TeamsLocationDelhi/ NCR, Chennai, BangaloreCompetencies and Experience RequiredSkills 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)
  • Should be excellent in reporting, PowerPoint, and Excel skills, and should have good project and process management experience
  • Excellent communication and teaming skills, with the ability to clearly communicate quality opportunity areas, training concepts, need analysis, etc to all stakeholders
  • Problem-solving, or the ability to identify problems, determine the accuracy and relevance of information, use sound judgment to generate and evaluate alternatives, and make recommendations
  • Has an eye to detail for accuracy and error identification
  • Strong Analytical skills with an ability to draw conclusions from data (Error Analysis and Root Cause Analysis for process deviations)
  • MS office skills Excel & PowerPoint
  • Awareness of UK financial industry is an added advantage
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Keyskills :
coachingprocess improvement projectsroot cause analysisneed analysisoffice skillstraining needssix sigmaslacustomer relationsquality assuranceanalytical skillssalescorrective actioncustomer serviceroot cause

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