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Senior Process Manager (Quality Manager)

Senior Process Manager (Quality Manager)

eClerx

9 - 14 years

8 - 14 Lacs

Pune

Posted:23 hours ago| Platform:

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Skills Required

Quality Assurance Transactional Quality Call Monitoring Quality Monitoring Call Quality Call Audit Feedback Call Calibration Quality Tools

Work Mode

Work from Office

Job Type

Full Time

Job Description

Senior Process Manager Quality (BPO Sector US Voice/Chat Process)

Location: Pune, Maharashtra
Shift: Night Shift (24x7)
Industry: BPO / Telecom

Role Overview

Desired Skills & Experience :

Experience
: Minimum 9+ years in BPO operations, with at least 7+ years in a
quality
management role overseeing US-based voice/chat processes.
Industry Knowledge
: Experience in the telecom sector, including understanding of upselling, cross-selling, and repair processes.
Shift Flexibility
: Willingness to work in night shifts to align with US operational hours.
Communication
: Excellent verbal and written communication skills, with the ability to present findings and recommendations effectively.
Analytical Skills
: Strong ability to analyze data, identify trends, and implement solutions to improve quality metrics.

Key Responsibilities :

Quality Oversight
: Monitor and ensure adherence to quality standards across voice and chat processes, implementing corrective actions as needed.
Process Optimization
: Identify areas for process improvement and lead initiatives to enhance efficiency and customer satisfaction.
Team Leadership
: Manage and mentor a team of quality analysts, providing guidance and support to achieve performance targets.
Client Interaction
: Collaborate with clients to understand requirements, provide updates, and address concerns related to quality metrics.
Reporting & Analysis
: Prepare and present regular quality reports, highlighting trends, issues, and improvement actions.
Training & Development
: Conduct training sessions for team members to enhance skills and knowledge in quality management practices.

Application Process

sushmita.gaikwad01@eclerx.com

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