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    | | Contact: 8407908145 |
    Published On : Mon, May 5th, 2014
    nagpur jobs | By Nagpur Today Nagpur Today Jobs

    Manager Quality – TATA Business Support Services



    Position Summary:

    Responsible for ensuring that all parameters with regards to Quality of Service (External & Internal ) are met through effective direction, co-ordination and monitoring of the various teams.

    Role & Responsibilities:

    • Strategize the procedures within the function to optimize the resource utilization leading to 100% compliance to assigned targets.
    • Defining & acting on a clear road-map to achieve excellence in customer service over a period of time.
    • Monitor the trend of critical factors related to the performance of the function e.g. VOC, Quality Scores, and Fatal Errors etc. & analyze to identify the root cause.
    • Develop a structured & long term improvement program & lead it to bring a significant improvement in quality of services.
    • Carrying out in depth analysis of VOC received & channelize the same to the respective department for further action.
    • Strive towards bringing a desired resolution to the customer.
    • Suggests the alterations/changes required in current system/process to the client for achieving higher customer satisfaction.
    • Responsible for ensuring that all process weekly / monthly / any other periodic dashboards are shared with the concerned stakeholders on time.
    • Detailed analysis giving vital insights on changing customer expectations & business environment to the leadership teams helping them in critical decision making.
    • Evaluate & monitor individual team member’s performance over a period of time to identify the areas of enhancement.
    • Delegating challenging & relevant activities to individuals to enhance their skills which ultimately contribute in overall function’s performance.
    • Recognizes individual high performance while encouraging mutual collaboration and team work.
    • Identifying the scope of cost optimization within the function & applying a strategy for achieving long term & sustainable profitability.

    Person Specifications:

    • Any Graduate
    • Minimum 6 years of experience in Quality Management in BPO SphereWilling to work in shifts

    Location – Hyderabad


    Eligible candidates are encouraged to apply here.



    *Please mention you saw the job advertised on Nagpur Today


    ** Job subject to availability


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