Quality Manager (Telecom)

Role & responsibilities

Drive continuous improvement program across processes. Undertake detailed process improvement studies and up skills the team members.

• Provide Training and Quality support, development of metrics and dashboards in line with customer requirements
• Design overall framework of learning development for associates across locations. Ability to lead a team, coordinate with other locations and drive standardized practices
• Strengthen quality management processes / framework to improve quality delivery. Should meet and exceed client metrics
• Accurately capture the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectation
• Translate key business drivers to performance requirements and accordingly identify / design learning interventions that provide greater flexibility of learning options
• Innovate new ways of learning and help drive adoption of Tech infused learning solutions
• Manage Call / Chat Quality & Client related KPIs with analytical quantification and establish co-relation
• Excellent communication skills. Good people management skills Good knowledge of MS Office Analytical / Quantitative skills
• Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment
• Translate key business drivers to performance requirements and accordingly identify / design learning interventions that provide greater flexibility of learning options
• Prepare WBR / MBR and client deliverables deck

Preferred candidate profile

10+ years of industry experience in Quality & Training including Telecom experience

Skills Required

Negotiation, Conflict Management, Ms Office, Six Sigma, Telecom