SUPER URGENT !!!! Q Connect (Mumbai): Assistant Manager - Quality | CTC Upto 7 L pa | JC/2146

 Interview Process:

 

·        Post CV Screening Ridhima will provide a time slot to connect your candidate for a con call

·        Post her short listing, candidate's profile will be shared with the client

·        Process the candidate who can join immediately

·        Work from Office

 

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Communication Skills on the scale of 10

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Company Website: https://www.q-connect.com/

Tata Business Support Services Ltd (Tata BSS) is a wholly owned subsidiary of Tata Sons, providing outsourced contact center services to large telecommunications operators,

Internet service providers, DTH service providers and online travel agencies amongst other domestic (Indian) and international clients.

Tata BSS is among the third party outsourced customer service providers in India, serving domestic as well as international customers.

With facilities across 21 "global delivery centers" that accommodate 23000+ employees.

Tata BSS provides inbound and outbound services (voice and non-voice) in English (for US and Indian geographies) and 14 regional Indian languages from its Indian centers.

The centers in the US offer inbound customer care services, email support, cross-selling and up-selling services to industries including e-commerce, healthcare & travel.

Job Code JC/2146 Process Customer Service No. of Requirements 1 Gender Male / Female About Process Develop and implement quality management strategy and plans, including resource, systems, timescales, to support, contribute, and integrate with the organization's business plan and long term strategy Overseeing Quality Support for the account Track, analyse, evaluate and report result within assigned business unit to determine if organizational objectives are being met. Prepares periodic operational reports and metrics as requested. Interprets data and creates actionable plans to address opportunities and service gaps and to anticipate and resolve future problems Manage and advises on hiring, training and development, allocation and performance assessment of personnel within area of responsibility Provides the tools, training, support and environment required to achieve employee success Manage the day-to-day activities of assigned staff. Monitor and ensure accuracy of all work. Participate in the annual performance review process. Train staff and the subsequent optimization of their performance to support organization's strategic goals. Provide ongoing follow-up and feedback Identify the need for, provide and / or assure all personnel are properly trained in their assigned tasks. Review, develop and implement process improvements, departmental goals and objectives Serve as go-to person for review and resolution of escalated issues Maintain current knowledge of applicable practices, changes and requirements and ensure compliance. Advise and implement field best practices to improve products, applications and services Participate in Daily/Weekly/Monthly reviews to share the update and action plan on various process and system improvements Reduction of rework and Cost of poor Quality (COPQ). Provide different solutions depending upon the needs of the internal/external customers Customer (Internal and External) satisfaction needs to be met in every interaction Maintains effective work behaviour in the face of pressure and setbacks Proactively and successfully adapts to changing demands and conditions and should be quick in providing solutions as per the customer demand Measure performance of the team for e.g. performance appraisals, confirmation and ongoing feedback and training Mentor and guide his teams in terms of their career aspirations Provide career growth path and back up creation to ensure Business Continuity at all times Ensure cost optimization by weighing all available options Ensure spending is within stipulated budgets without compromising on quality of support Innovation and creativity needs to be adapted to save costs on regular basis Title Assistant Manager - Quality Location Mumbai - Thane Requirement Good Communication Skills (8/10) Overall 10 years with min 7 years of relevant Experience of managing a team of QA/QTL in a Contact centre environment Client Interaction and Management Team Management Solution Oriented Escalation Management Managing Pressure Situations Concern for Excellence Should be able to handle & achieve the departmental requirements Ability to work within challenging environment with tight delivery timelines Proactively understand the needs to different customers Ownership Eye for details Go-getter Individual & Team contributor Ms Office – Expert level of MS Excel proficiency Education Graduate / Post Graduate Trained / Certified Six Sigma GB (Preferred) Shift Timings 9.30am to 6.30pm Transport Boundaries Please source candidates from Central Line only Transport Facility NA Salary range 5.5L to 7L pa Weekly off 1 day rotational off in a week Age Upto 35 years USP Day shift, Brand, Growth Opportunities Rounds of interview HR (Check previous experience, Qualification, Age, Communication skills, Compensation, Stability) Ops (Check knowledge, experience, Compensation) Client (Check knowledge, experience, Compensation) Documents Educational + Identity Proof + Residential Proof + Offer Letter + Salary Proof (Bank Statement/Payslip) + Relieving documents Clawback 90 Days