Full Time
Mumbai
Posted 3 months ago

Brief: A Lead, Quality & Operational Excellence gets the opportunity to work directly with the functional leader to develop, build and grow the quality and operational excellence function. Functional responsibilities go wide and deep and exposes a candidate to the customer experience industry and how customer experience programs are planned and implemented. The candidate is expected to control output quality for the CX campaigns and develop robust processes to ensure 100% quality output across all client campaigns. The candidate becomes part of a tenured team of subject matter experts who are work in unison to constantly improve client experience and their customer centricity programs.

 Responsibilities

  • Oversight of quality of project delivery across the platform and ensuring accurate reporting on quality metrics
  • Able to implement and drive effective operational processes and identify opportunities for continuous performance improvement
  • Deep dive on the customer experience industry and its various tenets
  • Hands-on experience of the customer experience program ideation, planning and implementation
  • On-the-job learning on the finer nuances of the CX industry and CX programs
  • Work on strategic functional and cross-functional projects to drive business outcomes
  • Create a culture of “first time right” in the overall process
  • Accountable for increasing the awareness levels of the staff in the various processes and service quality. This includes focus on creating a work environment that engages employees to help drive out unnecessary (non-value adding) work, improve and simplify processes, and continually reduce operational costs
  • Compiles and prepares reports, presentations and other documents as instructed by the head of department
  • Document quality assurance activities with internal reporting and audits

Experience and Skills

  • Team player
  • Has strong planning, communication and presentation skills, along with a quality management orientation
  • Previous experience in working with SaaS tools
  • High detail orientation
  • Stakeholder management skills
  • Passionate, driven and resourceful
  • Punctual and reliable
  • Confident and focused
  • Customer-centric and solution oriented
  • Ability to work in a dynamic environment
  • Flexible and understanding of changing priorities and situations
  • Knowledge of quality assurance terminology, methods, tools

Qualifications

  • Bachelor’s degree
  • Up to 2yrs of experience in quality and operational excellence roles

 

Job Features

Job CategoryClient Operations

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