Customer Care Voice-Inbound

Job Description Essential Functions Responsible for designing new processes for QC functioning to meet client specific requirements; facilitate migrations to seamlessly set up quality compliance. Leads significant process improvement projects. Train / mentor personnel from other functions on quality tools and concepts and mentor AMs / GBs Responsible for ensuring ongoing compliance to quality standards based on internal as well as client requirements. Responsible for working closely with clients and operations team to carry out process improvement activities and facilitate best practice sharing and driving standardization. Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements. Skills Technical Skills Trained / Certified Lean Six Sigma Green Belt from a reputed organization with 7-9 years of experience Excellent working knowledge of MS Office, MS Excel, Power Point, Word Doc, Outlook Process Mapping/Value Stream Mapping Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred Process Specific Skills Knowledge of industry domain being aligned to healthcare Knowledge of quality systems (ISO, COPC) preferable Soft skills (Desired) Project management skills to drive improvement projects / initiatives Analytical skills Soft Skills (Minimum) Functional Leads engagements at vertical / program / client level Understands business requirements and provides appropriate solutions to benefit the business Has the ability to identify superior improvement opportunities Knowledge of quality assurance, process improvements, domain, etc Monitoring and Reviewing Leadership Fosters a spirit of collaboration and team work Ability to relentlessly pursuing excellence General Conformance to policies / compliances with auditing skills and eye for details Ability to coach and give feedback on an ongoing basis. Interviewing skills Strong written and verbal communication Skills. Problem solving skills Ability to resolve conflicts constructively and lead in a continually challenging environment Education Requirements Graduate in any stream Exposure to quality systems (ISO, COPC, etc) preferred Work Experience Requirements Minimum 8 years of total work experience with at least 2 years of relevant in BPO / ITES industry Minimum 5 year in the current role/assignment