Cognizant

Quality Manager-Contact Center (BB-D0A8F)

Encontrado en: Neuvoo CR

Descripción:

JOB TITLE : TQ Team Manger

ROLE: The role involves the following key activities:

  • Prepare and validate RCAs for the track
  • Prepare and/or validate CAPA
  • Ensure all action plans are executed
  • Preparing SOPs (Standard Operating Procedures)
  • Conduct Weekly/monthly review sessions with business
  • Collate performance data of QAs and TQ Team Lead(s)
  • Participate in client performance and Business Review calls/sessions
  • Drive process improvement ideas
  • Ensure all activities related to TQ are driven on time and in the right manner
  • Ensure all reports are published on time and is accurate
  • To nominate team towards skill enhancement
  • Liaise with ORC (Operational Risk and Compliance team) & DAG (Delivery Assurance Group) on compliance and internal corporate level audits
  • Track and report key call and CSR level metrics, insights and patterns
  •  Analyze trends and deviations; highlight gaps, opportunities to improve performance proactively
  • Identify reporting and dashboard automation opportunities
  • Responsible for overall TQ performance Develop, implement and maintain the organization’s quality management activities for new and existing processes and ensure compliance
  • Ensure that the organization’s Quality Management System follows the requirements.
  • · Lead and coach the Quality Leads to achieve QA targets for clients and business goals.
  • · Report to top management on the performance of the QMS (e.g., QA high level report, QA Ramp results, QA corrective action plans, etc.)
  • · Be on the lookout for opportunities for improvement and develop new efficient procedures.
  • · Develop quality assurance plans for new processes, identifying critical control points for the audit programme, establishing critical limits, monitoring procedures, corrective actions, and verification procedures.
  • · Contribute to new business initiatives and projects, review and communicate the impact on Quality activities.
  • · Respond to the clients’ demands and complaints, putting in control actions, full analysis, and error proofing and implementing short-term and long-term action plans.
  • · Introduce new systems and procedures where appropriate.
  • · Communicate internally and externally to the Company, in relation to Quality matters.
  • · Provide technical expertise to the team by training the Quality members in all aspects of the quality management system and tools implementation.
  • · Set department objectives/KPIs and review and assess ongoing performance of direct reports
  • ESSENTIAL QUALIFICATION:

  • MBA/ Graduate with minimum 5 years of overall BPO experience, with minimum of 12 months in a Transactional Quality/client facing role
  • Good Domain Knowledge – 1-2 years in Insurance Domain
  • Passport valid for the next 2 years
  • ESSENTIAL SKILLS/PERSONALITY TRAITS:

  • Good verbal and written communication skills
  • Leadership skills
  • Ability to prioritize work
  • Service excellence oriented
  • Proactive team player
  • Metrics Management
  • Analytical and problem solving capabilities
  • Attention to detail
  • People management skills & ability to guide and motivate team
  • Decision making abilities
  • Achievement orientation
  • Open for 24 X 7 Work environment with flexibility to travel on Onsite assignments at short notice
  • Establish systems and procedures in the team
  • Customer profitability
  • Drive Quality initiatives
  • Set performance standards for effective opeartion
  • Quality audits for grooming and service delivery
  • Customer satisfaction index
  • Employee motivational index
  • Punctuality and self-discipline
  • Inter personal effectiveness
  • Zero Escalation / Client Escalation
  • Self-motivation
  • Achievement orientation
  • Relationship building ability
  • Interface with other departments
  • Personal grooming and etiquette
  • Punctuality
  • Inclination towards being process driven
  • Going out of the way to satisfy the external customer
  • DESIRABLE

  • Direct experience dealing with US Insurance Process
  • US Visa without Notations
  • Employee Status : Full Time Employee

    Shift : Day Job

    Job Posting : Feb 05 2021

    calendar_todayhace 1 día

    Empleos similares

    info Full Time Employee

    location_onCosta Rica

    work Cognizant

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