Develop standard operating procedures to ensure that all the processes, procedures, policies in all the Call Centre are properly documented and are managed properly. Provide continuous training to Improvement of service delivery.
Qualifications / Skills
Minimum Requirements for Candidates
Bachelor degree in a relevant field.
Minimum 4 years of experience in the quality systems function and training preferably in service industry.
Post graduate in any stream with hard core exposure of quality systems and Training.
Expectations for Ideal Candidates
Preferably from service industry
Excellent communication skills both oral and written.
Excellent drafting skills.
Ability to identify risk and liability issues.
Ability to undertake audits, reviews, inspections, investigations and evaluations.
Ability to analyses situations and take remedial actions.
Demonstrated capability of developing innovative solutions to manage sensitive customer relations issues.
Excellent, planning, conceptual and consultative skills. Effective co-ordination.
Updated CV: Latest CV with full experiene mentioned
Degree: Kindly upload the highest qualification certificate/ diploma
Experience Letter/ Certificate: Kindly upload the experience letters for previous 2-3 jobs as minimum , ideally for current job as well
Passport Copy: Kindly upload the Passport/ National ID Copy
Develop, establish, maintain and enhance the quality standards of Call Centre in co-ordination with Operation head call Centre,
Quality standards including the quality of call, average duration of call and monitoring the satisfaction of customers.
To acquire ISO 9000 or any other quality certification with the help of Quality Assurance Consultant.
To lead surveillance audit/Internal Audit to ensure accreditation is maintained.
Training to new Joiners to ensure the transfer best practices.
Impalement, maintain and improve the Quality Management System at Call Centre.
Undertake quality compliance assessments of systems, processes, procedures to ensuring that quality is not compromised.
Ensure staff are aware of their responsibilities related to Quality and Environment.
Initiate actions to prevent the occurrence and repetition of non-conformances related to Quality and Environment.
Out bound calling to customer to judge satisfaction level of call and advice / modify the processes to improve the customer satisfaction.
Design a training program for all Call Centre Agents. Continuous evolve the processes.
Help instil a culture of development, guidance and performance within the company
Lead, guide and evaluate a team of professionals
Provide development opportunities to the team and ensure career paths and succession plans are charted out
Empower team members to take business decisions by effectively delegating authority
Identify and recruit key senior talent for the department.
Set and communicate clear performance expectations, coach and provide support and regular feedback to subordinates on performance
Act as a role model to champion PTC’s values to employees.