Sr. Manager - BPO Quality Management Sr. Manager - BPO Quality Management …

Cognizant
in Selangor, Malaysia
Permanent, Full time
Be the first to apply
Competitive
Cognizant
in Selangor, Malaysia
Permanent, Full time
Be the first to apply
Competitive
Sr. Manager - BPO Quality Management
Detailed Role & Responsibilities
  • Determines Operational Quality strategies by conducting needs assessments, performance reviews, capacity planning.
  • Identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, quality and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Lead periodic Quality reviews with the client and managing expectations
  • Maintains good relationships with clients, working closely with them towards meeting business objectives, timelines and handle all requests and escalations at the right time
  • Maintains professional and technical knowledge in Quality operations and helps in setting up and improving knowledge management
  • Identifies, analyzes, organizes, and leads operational development opportunities that are scalable within the contact center organization
  • Make recommendations to the current workflow and processes through automations, process improvements and innovations to enhance customer experience
  • Implement preventive & corrective measures after doing Root Cause Analysis, identifying failure points which impact business & customer
  • Implement risk and change management processes including business continuity
  • Maintains and improves Quality by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Prepares and reports out Quality performance reports by collecting, analyzing, and summarizing data and trends.
  • Accomplishes human resource objectives by
    • Recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees;
    • Administering scheduling systems;
    • Communicating job expectations;
    • Planning, monitoring, appraising, and reviewing job contributions;
    • Planning and reviewing compensation actions;
    • Enforcing policies and procedures.
Candidate Qualification
  • Post Graduate or equivalent (preferably MBA), Six-Sigma Black Belt certification or relevant domain certification preferred
  • Relevant Experience and Minimum # of Years : 12 - 16 Years
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