Performing Quality Tele Monitoring & Ticket Quality Checks. Support team in achieving Customer Satisfaction target for assigned team. Creating a quality culture, keeping people focused on understanding the customer’s needs. Propose new actions to improve productivity and share best practices with the Assistant Manager and Operations Manager of the team. Ensure that Customer Satisfaction remains a focus item by working with and updating the monthly CSAT Action plan. Analyse Root causes for dissatisfaction and design solutions to address these root causes. Support Assistant Managers and Operations Managers in driving the CSAT action plan and ensure actions are completed and on target. Comes up with solutions that addresses or exceeds customers needs and expectations. Own and drive the Quality Call Process (call monitoring) and ensure feedback is being given. Own and drive the Documentation Check Process (ticket checks) and ensure feedback is being given. Ensure team is focused on updating tickets frequently. Regularly present to team and management team on Quality Improvements. Assist the team with the excellent handling of ticket records by the team.
Desired candidate Experience
Band 4 or 5, PBC rating 1 or 2+
Black Belt 6 sigma certified professionals for the Quality Manager
Required Skills - Technical and Non Technical
Customer service orientation,
Excellent Feedback Skills
Structured thought process
Excellent Communication and
Work Location : Bangalore / Hyderabad
Bachelor's Degree in Information Technology
At least 6 months experience in Technical Exposure to MS Office
At least 6 months experience in Exposure in Networking and Operating Systems
At least 6 months experience in Operatations Management
Experience 0 - 2 Years
Industry Type Banking, Financial Services, Broking
Role Quality Assurance/Quality Control Manager
Functional Area ITES/BPO/KPO, Customer Service, Ops.
Education UG - B.Tech/B.E.
PG - Any PG Course
Location Bengaluru/Bangalore, Hyderabad / Secunderabad
Keywords Operations, Customer Satisfaction, Operations Manager, Quality Checks, Quality Analyst
IBM has been present in India since 1992. IBM India's solutions and services span all major industries including financial services, healthcare, government, automotive, telecommunications and education, among others. As a trusted partner with wide-ranging service capabilities, IBM helps clients transform and succeed in challenging circumstances.
IBM has been expanding its footprint in India - and has a presence in over 200 cities and towns across the country - either directly or through its strong business partner network. IBM India has clearly established itself as one of the leaders in the Indian Information Technology (IT) Industry - and continues to transform itself to align with global markets and geographies to grow this leadership position. Widely recognised as an employer of choice, IBM holds numerous awards for its industry-leading employment practices and policies.