Overview
Senior Manager Quality Jobs in Bengaluru, Karnataka, India at Firstsource
Title: Senior Manager Quality
Company: Firstsource
Location: Bengaluru, Karnataka, India
About Firstsource
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.
Job location : Bangalore
Designation: Sr. Manager Quality – Capability Development
Division : BPM
Experience : 12+ years of Industry Experience and 3 to 5 years of managerial experience in Contact center under quality domain
Role & Responsibilities:
1. Act as an intermediary between the client and Firstsource, facilitating communication.
2. Achieve monthly performance targets.
3. Utilize and relay updates regarding changes in regulations, policies, and procedures.
4. Ensure adherence to both Federal and State Laws in all contact centre activities.
5. Formulate action plans to achieve departmental objectives.
6. Drive governance calls with stakeholders and clients
Responsible for creating a learning environment across the organization.
· Meet contractual client obligations
· Meet operational expectations by implementing and maintaining high CTQ standards
· Meet internal / client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc.)
· Drive Accuracy Targets, Audits, Calibration calls, Implement Robust Feedback, drive accuracy performance of Ops agents
· Meet retention target for the team
· Process improvement through implementation suggestions maximize the efficiency
· Lesser incidents of critical ops process escalations
· Build new client relationships and sustaining existing client relationships
· Build strong internal stakeholder relationships
· Effectively identifying training needs for all employees and sketch out the training calendar/schedules.
· Liase with cross-functional teams (EE, Ops, Hiring) and improvise training output and effectiveness
· Drive RCA and CAPA sessions
· To periodically conduct reviews and track performance of trainers & QA
· Evaluate effectiveness of training and identify re- training needs.
· Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client
· Implement robust monitoring of internal QA and maintains an efficient performance management system
· Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes
Educational/Professional Qualifications:
1. Bachelor’s Degree or Post Graduate Degree
⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.
Contact details
Reena Baldota
