Responsibilities:
-- To Monitor the floor operational metric on a daily basis and validate the data being provided/generated.
-- To be responsible for attaining Quality scores and CSAT scores.
To provide strategic guidance to the Team & Floor for attaining the same by means of training them on usage of quality tools and techniques used to achieve business metric
-- To ensure consistency through calibration of quality scores with the client scores by means of effective interactions with client quality teams.
-- To be responsible for specific report generation and data analysis
-- To provide feedback to teams, based on the data collected, plan and implement improvement projects for closing the gaps
-- To review the outcome of the corrective steps implemented.
-- To recognize, encourage, enhance and share quality best practices within assigned project across teams.
-- To quickly make teams aligned to new changes and expectations from the client, through education, training and special campaigns.
-- To drive new quality initiatives e.g. LEAN, TQM, ISO series etc.
-- To ensure Six Sigma implementation and process improvement.
-- To provide inputs to operations to organize special campaigns/events that focus on achievement of quality/performance merics
Must Have:
-- ITIL manager certified or experience in ITIL implementation with global/ regional organization
-- Setting up Service Level requirements and agreement during the service design
-- Manage the Service Level reviews, reporting and improvement initiatives during service operation
-- Black Belt 6 Sigma certified professionals preferred
-- Banking domain experience preferred
-- Required Skills: Good communication, presentation, leadership, facilitation skills.
Interested candidates please send in your resumes to IT@enggsol.net
