Quality - Team Lead - BPO Call Centre

SUMMARY:
Quality - Team Lead - BPO Call Centre

POSITION INFO:

Job Description

ü  Responsible for ensuring smooth functioning of Quality Compliance, driving compliance and process improvement initiatives in the allocated business processes

ü  Ensure timely incubation of QCAs in allocated processes and ensuring that QC deliverables (monitoring, feedback, production, reporting) targets are met

ü  Manages/Leads innovation/PE projects

ü  Assist in set up of Quality Compliance function for business processes in coordination with Operations and/or Migrations Team

ü  Timely and accurate reporting of the internal rating on the SLA parameters; timely and accurate reporting of quality performance

ü  Conduct regular Gage R & R / calibrations sessions internally and/or with clients

ü  Perform ongoing reviews to ensure compliance to QSD and facilitate in changes in QC procedures

ü  Drive compliance in business processes to internal standards and third-party certification standards by providing support to Operations in closure of audit findings

ü  Train / mentor QCAs on quality tools and concepts

ü  Support Six Sigma Projects

ü  Support baseline activity

ü  Responsible for making and presenting MBR slides from Quality Excellence perspective

Competencies Required

ü  Fosters a spirit of collaboration and team work 

ü  Content Development 

ü  Networking & Influencing 

ü  Basic Statistical Analytics 

ü  Operational planning and Process management 

ü  Knowledge 

ü  Has a bias for action. Superior Implementation 

ü  Resolves Conflicts Constructively 

ü  Feedback 

ü  Communication 

ü  Conformance with Policies/Compliances 

ü  Process Mapping and Documentation 

ü  Ability to Work Independently 

ü  Monitoring and reviewing 

ü  Problem Solving

NB! This job is now closed. You can apply for other jobs by uploading your CV.