Overall role Purpose
To assess, control, communicate and report the Change management process transactions with various C&W teams including vendors to optimise and deliver value for the business.
KEY Accountabilities
ü To Perform Quality Monitoring of C&W India Operations team in terms of process, skills & SLA Adherence
ü Conduct regular Quality Calibration sessions with Team Leads to highlight errors & recommend areas of improvement
ü Evaluate ticket transactions (i.e. telephone calls, escalations, etc) for accuracy and conformance to Quality standards.
ü Review Remedy tickets raised by operations team based on the issue and to check compliance as per agreed Quality guidelines.
ü Perform quality control checks on processes, maintain quality reports, provide QC reports – daily, weekly or monthly – as required by business
Working relationships and interfaces
Communications
ü Develops positive work relationships with colleagues/other teams and departments
ü Communicates progress, updates and priorities clearly
ü Influences colleagues/others to make improvements to work processes
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Planning & Organisation ü Flexible and positive approach to changing and conflicting priorities, by focussing on maintaining service to the teams customers ü Monitors progress of own actions and other team actions so as to meet business objectives |
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Problem Solving ü Analyses range of issues in identifying problems & their impact within sphere of activity ü Providing High Quality Business analytics support to Management team ü Recommends improvements or corrections to Operations through QA Forum. ü Develops solutions, makes decisions and implements actions for routine problems |
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Working with Others ü Instills confidence in their ability within team and work group ü Shares knowledge, ideas and results within own team and with other groups |
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Processes ü Develop Quality projects - Able to assist with the development of Quality projects & Initiatives ü Aligning Quality Improvement Plan with Customer Feedback –CSAT scores ü Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results with the DMAIC Process. ü Provide feedback and process improvement recommendations technical competencies (Skills and Experience) Essential
Desirable
Qualifications
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