WiproEmployer profile

Account Quality Manager

Location not specified · Experience not specified

Experience: Experience not specified
Salary: Not disclosed
Location: Location not specified
Work mode: Not specified
Job type: Full-time
Apply by: Closing date not listed
Posted: 12 Feb 34

About this role

As a lead BB, responsible for meeting all contact center metrics, identify process improvement opportunities and work with respective teams to implement the same which will enable cost optimization and customer satisfaction. Need to work with multi geography team (US, India, Phillipines) and present value addition provided by Wipro to customer

Roles & Responsibilities:

Closely work with contact center team and esnure all the contact center related metrics (SLA/ KPI) met 2. Implement standard Contact center BPO practices and metrics across accounts - Drive benchmarking and best practices deployment across accounts.3. Identify improvement opportunity in Contact center process and run lean six sigma projects to improve the same4. Identify automation opportunity and work with IT automation team to implement the same5. Program manage the overall Contact center transformation initiative

Qualifications:

Bachelor degree in any discipline

MBA (desirable)

Hands on Contact cneter Operational Management experience - Service Delivery model, Forecasting, Work Planning, Work monitoring & control, Quality Audit/ VOC

Lean principle

Strong experience on Quality - 5+ projects done on Lean six sigma as Lead

Hands on experience in Automation

Skills

Quality Assurance