Tech Mahindra
Location
Noida | India
Job description
Roles and Responsibilities Ability to independently lead a team of quality associates and drive Quality culture within the process Ability to view the issues end-to-end and develop action plan with tangible deliverables Ability to manage knowledge, replicate best practices from other locations/processes to improve process performance Ensures process adherence to QA and Transaction Monitoring plan and responsible in meeting timelines, and quality standards Reports - Ability to work on data and generate various types of reports and analysis Understanding of the Business requirement and capability to address issues at various levels Confident & Capable to interact/manage and handle the clients Patience while giving feedback, Open to change, Multi-tasking skills, Inter personal skills Ensure that proper coaching standards are maintained while associates are coached by the QA Team Responsible for reviewing and tracking the progress on the action plans shared by the internal teams and highlighting deviations Ability to plan & conduct transactional quality audits, Process Improvements, calibrations. Responsible for carrying out improvement projects on the areas identified as improvement areas on monthly basis.
Key Deliverables (KRA/Measure) Excellent skills on MS Office /Quality Tools / Data Analysis / Analytical Skills / Reporting / Google Suite, Google Forms, Google Sheet, Google Doc etc Ability to handle pressure and a natural go getter Excellent English Communication Skills (both spoken and written) Excellent hands on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to clients Ensure client quality targets are met & exceeded Should ensure closure of contractual audit target, feedbacks and reporting as per the defined process Applicant’s Specifications & Qualification Confident & Capable to interact/manage and handle the clients Shows flexibility/ownership & works under pressure situation The candidate should have excellent problem solving capabilities and lateral thinking skills Ability to work independently to accomplish team goals with minimal supervision Ability to achieve personal objectives while meeting departmental standards of performance Reports - Ability to work on data and generate various types of reports and analysis Understanding of the Business requirement and capability to address issues at various levels Eye for detailing and aggressive in plan execution/implementation Define quality checklists for new process/processes Should drive improvement initiatives at the process level Experience of BFSI process is added advantage Should have worked as Customer Service Associate, QA / QTL in Customer Service or Back office or ChatJob tags
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