Assistant Quality Manager (BPO Industry Background)

Job Description: Implement and manage quality assurance processes and procedures to ensure adherence to organizational standards and client requirements. Develop and maintain quality metrics, dashboards, and reporting mechanisms to track performance and identify areas for improvement. Conduct regular audits and evaluations of processes, transactions, and interactions to identify gaps and opportunities for enhancement. Provide coaching and feedback to team members to drive continuous improvement and ensure consistent service quality. Collaborate with operations, training, and support teams to develop and implement training programs and process improvements based on quality insights and analysis. Investigate customer complaints and service issues, identify root causes, and implement corrective and preventive actions. Lead cross-functional quality improvement projects and initiatives to enhance operational efficiency and customer satisfaction. Stay updated on industry best practices, trends, and regulatory requirements related to quality management and BPO operations. Foster a culture of quality excellence and continuous improvement within the organization. Client relationship: Ensure that a smooth relationship is maintained between the company and the client by fostering open communication channels, addressing concerns promptly, and proactively identifying opportunities for improvement. Appraise the client on the happenings at Hexaware BPS whenever necessary, providing updates on key initiatives, performance metrics, and any relevant changes that may impact the client's operations or service delivery. Deliver the data requested by the client in appropriate timings, ensuring accuracy, completeness, and adherence to agreed upon timelines. Ensure governance mechanisms are in place and adherence to contractual agreements, service level agreements (SLAs), and compliance requirements Corporate Alignment: Communicate company vision, mission, and goals. Ensure complete alignment of the functional / service line teams to overall company objectives. Champion Hexaware culture by role modeling behaviors Create a work environment that nurtures and supports diversity and has an inclusive work culture Ensure productive work relationships are established with all relevant internal functions Ensure data confidentiality, integrity and protection of company's intellectual property Compliances: Adherence to company policies, rules and regulations To follow quality processes thoroughly using checklist standards. Responsible for complying with all QMS and ISMS Policies and procedures. Qualifications and Technical Competencies Required Education Mandatory: Graduate in any stream Certifications: Six Sigma Green Belt preferred Experience Minimum 5 years of experience in the BPO industry, with a focus on quality assurance, process improvement, or related areas. Minimum 2 years of experience as an Assistant Manager, specifically in Transactional Quality or process improvement. Mandatory Skill requirements Domain: Effective problem-solving and decision-making skills. Proficiency in Process/Quality Improvement Methodologies such as Lean, Kaizen, Six Sigma DMAIC. Ability to gather and analyze data leading to useful conclusions and actionable insights. Excellent communication skills, with the ability to communicate confidently and politely. Technical Competencies: (Job related) Proficiency in analytics, including data analysis and interpretation. Good knowledge of MS Office applications, including Excel, PowerPoint, and Word. Descent knowledge of statistical tools for data analysis and process improvement. Soft Skills: (Job related) Professional etiquette Excellent Communication skills Good interpersonal skills Show more Show less