Assistant Manager - Quality Delivery
Position Overview:
To ensure the highest level of service and satisfaction for our clients/customers. You will be responsible for monitoring and evaluating the quality of our delivery processes, identifying areas for improvement, and implementing effective strategies to enhance our overall delivery experience.
In this role, you will collaborate closely with our delivery team, providing guidance and support to ensure that our deliveries meet the highest standards of quality and efficiency. You will also work closely with other departments to develop and implement new policies and procedures that streamline and optimize our delivery processes.
If you are interested in joining our dynamic team and making a significant impact on our delivery operations, we encourage you to apply for this position. We offer competitive benefits, a supportive work environment, and opportunities for growth and development.
Job Duties and Responsibilities- Collaborate closely with our delivery team, providing guidance and support to ensure that our deliveries meet the highest standards of quality and efficiency
- Work closely with other departments to develop and implement new policies and procedures that streamline and optimize our delivery processes
- You should possess excellent communication and leadership skills, as you will be responsible for managing a team and fostering an environment of continuous improvement
Key Responsibilities:
- Strategic Monitoring and Evaluation: Spearhead the monitoring and evaluation of our delivery processes to ensure adherence to the highest quality standards. Employ your keen analytical acumen to identify areas for enhancement
- Continuous Improvement: Proactively identify improvement opportunities within delivery operations and devise and implement effective strategies that drive operational efficiency, customer satisfaction, and cost-effectiveness
- Cross-Functional Collaboration: Collaborate seamlessly with the delivery team in the delivery of products and services that meet and surpass quality benchmarks. Foster a culture of collaboration and knowledge-sharing within the team
- Policy and Procedure Development: Collaborate with various departments to conceptualize and operationalize new policies and procedures that optimize delivery processes and align with organizational objectives
- Client Deliverables Management: Oversee the management of client deliverables and Critical to Quality (CTQ) parameters, ensuring seamless communication and adherence to commitments
- Customer-Facing Excellence: Champion customer-facing interactions by orchestrating exceptional customer calls and interactions, resolving issues, and fortifying customer relationships
Qualifications:
- Educational Requirement: Bachelor's degree in any field
- Bachelor's degree in any field is required for this position
- Minimum Experience: At least should have 2 Year of experience as Team Leader or 1 Year as Senior Team Leader or Team Manager/Assistant Manager in the current Role in Operations or Quality
- Call center/BPO industry experience is required for this role
- Quality Management Expertise: Possess a comprehensive understanding or hands-on experience of quality management principles, methodologies, and best practices, allowing you to drive excellence within delivery operations
- Strategic Vision: Demonstrate strategic thinking capabilities that empower you to envision and execute innovative solutions to enhance delivery processes and overall quality
- Collaborative Approach: Exhibit exceptional teamwork and collaboration skills, fostering an environment of shared goals and mutual support among cross-functional teams
- Communication Proficiency: Communicate clearly, succinctly, and effectively to facilitate seamless information flow within the team and during customer interactions
To thrive in this role, we recommend highlighting your expertise either in Operations or in quality management with problem-solving skills.