Fincana Solutions
Website:
fincanasolutions.com
Job details:
Key Responsibilities
-Responsible for the development and delivery of the Quality framework of process to measure and manage quality consistently across the entire Team.
-Responsible for smooth and efficient day-to- operations within their team.
-The major objectives of this role are to drive qualitative performance.
Responsibilities:
• Monitor calls as per the prescribed guidelines and as per the schedule
• Identify unethical practices/behavior and highlight
• Provide feedback to teams on the basis of their performance
• Initiate and drive projects that would increase customer/user satisfaction, productivity and process quality.
• Facilitating and leading calibration sessions.
• Improving performance through interventions.
• Continuously develop team capability by providing ongoing development, actively managing talent and embedding consistent feedback loops based on customer insights.
• Responsible for the consistent documentation of SOP of assigned process.
• Performing training needs analysis.
• Where required, support the management in conducting process related checks/audits.
• Identify ways to improve skill issues that face the team and action accordingly.
Skills Required
- Ability to perform multiple tasks and adjust quickly in short time frames with limited direct supervision
- Strong communication, organizational, motivational and time management skills.
- Ability to work flexible hours if necessary (all shifts).
- Ability to analyze quality scores and operational matrices and create Plan of Action with measurable changes within timelines.
- Experience in International Process with exposure to inbound, outbound, chat and email process.
- Capable of identifying gaps and executing initiatives.
- Proficiency in use of the Quality system & sound knowledge in preparing MS office presentations and excel.
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