Position Overview: As the Operations and Quality Control Manager, you will play a crucial role in optimizing our operational processes and ensuring the highest level of quality across client projects. This position requires a candidate with 5-7 years of relevant experience in operations and quality control, preferably in a BPO environment.
- Operational Excellence:
- Streamline and improve operational processes to enhance efficiency and productivity.
- Implement best practices to ensure the smooth functioning of day-to-day operations.
- Quality Control:
- Develop, implement, and manage quality control systems to meet and exceed industry standards.
- Conduct regular audits to identify areas for improvement and address any deviations from quality benchmarks.
- Team Leadership:
- Lead and motivate a team of professionals to achieve operational and quality objectives.
- Provide coaching and training to team members to enhance their skills and performance.
- Digital Tools Integration:
- Stay abreast of the latest digital tools and technologies relevant to operations.
- Implement and integrate digital solutions to enhance efficiency and data-driven decision-making.
- Call Centre Management:
- Monitor and analyze call center performance metrics.
- Implement strategies to improve call center operations, including customer satisfaction and response times.
- Bachelor’s degree in [relevant field].
- MBA or equivalent qualification is an added advantage.
- 5-7 years of experience in operations and quality control, preferably in a BPO environment.
- Proficiency in using digital tools and a strong understanding of technology trends.
- Excellent communication and interpersonal skills.
- Detail-oriented with a strong emphasis on diligence.