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Neelam Enterprise
Ability to handle pressure and a natural go getter Excellent hands-on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to internal customers Drive process performance to achieve and exceed SLA deliverable. To create a conducive and stimulating environment for the teams to accomplish their goals Manage expectations of team members and proactively should sense their needs Should come with innovative ideas for process betterment Ability to drive process, performance, and transformation Able to guide the team by implementing best practices and always lead-by-example
Role and Responsibilities:
The person would be responsible for end-to-end delivery and client interactions End to end ownership of all contractual qualitative deliverable across multiple programs Ownership for Quality – delivery of the process, works closely with the other functional areas like Program Management, Operation, Training, HR, WFM to ensure smooth operation & service delivery which ranges from client set Qualitative KPI’s Identifying process issues and taking corrective action, team mentoring, distributing responsibilities among QTL / QA Client interaction across multiple programs (daily/weekly/monthly reviews etc.) Should have handled client interaction (on calls or in person) Excellent communication skills The candidate should also have excellent problem-solving capabilities and lateral thinking skills Closely monitoring daily productivity against the defined Service Level standards Perform regular audit checks on client defined compliance requirements Coach & monitor QA/ Team leads in day-to-day operations & people handling Analyze and generate reports for team performance on processes Presentation skills are mandatory Develop a continuous learning process for the team Review /audit transactions performed by team leads Supervise and support team members to ensure that delivery is consistent with or exceeds client’s quality service standard Candidates Specifications
Qualification: – Graduate Graduation Mandatory 8 to 10 years exp. in BPO Sector Must have 2 to 3 Yrs. of QAM Experience
Job Types: Full-time, Regular / Permanent
Salary: ₹300,000.00 – ₹400,000.00 per year
Benefits:
- Life insurance
Schedule:
- Rotational shift
Supplemental pay types:
- Performance bonus
COVID-19 considerations:
VACCINE
Ability to commute/relocate:
- Kolkata – 700156, West Bengal: Reliably commute or planning to relocate before starting work (Required)
Experience:
- total work: 8 years (Preferred)