Quality Head – International BPO (15-22 yrs)

Job Description :

This is a leadership position and will report to Managing Director

Would be required to manage more than 50 international client accounts and span of 35 k

CTC upto 60 lacs

Location- Mumbai/ NCR

Qualification / Work Experience :

– Graduate/PG with MBB/BB/GB certification

– Should have minimum 18 years of relevant experience managing a large span in a BPO/Customer service

– Strong knowledge of Quality methodology (COPC, Six Sigma, LEAN)

Role :

– Responsible for overall operations of the quality function, customer experience, CSAT and process improvement projects

– Play crucial Strategic role in improving customer Experience / Quality Scores for large number of accounts

– To Manage large Quality team for day to day transactional requirements

– Lead and support value additions like Digitization and Six Sigma Projects

– Drive Quality Initiative across the span and bring in efficiencies and effectiveness in processes

– Works in partnership with operations and training teams to study and analyze trends in quality and follow through with recommendations to improve people with strong focus on laid down processes