Published On : Mon, May 5th, 2014

Manager Quality – TATA Business Support Services

 

Tata

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.

http://tata-bss.com/in/job-openings-at-tata-bss/

 

*Please mention you saw the job advertised on Nagpur Today

 

** Job subject to availability