KEY ACCOUNTABILITIES/ RESPONSIBILITIES
• Evaluate the Quality Management System
• Ensure 100% Customer Satisfaction and check of all activities are directed towards this objective
• Ensure that all Contractual Agreements are met and Project scores meet 90%.
• Identify Training and development issues in terms of Training need Identification and reasons of failure if any.
• Ensure regular Quality Monitoring.
• Prepare schedule and ensure adherence to the quality audits/checks schedule.
• Call monitoring process - Monitor performance according to agreed standards and take necessary action to communicate/advise/assist according to performance levels
• Managing the changes identified in the process/Project – Planning and executing the changes
identified
• Improvement action plans for agents and process - Provides specific performance feedback, both positive and corrective, as soon as possible. Contribute to executive policy and strategy
• Observe Client Interactions – Calibration call, update calls, Bi-Weekly calls and other client calls

KNOWLEDGE AND SKILLS (ESSENTIAL)
• Excellent written and verbal communication.
• Good Client Management Skills
• Excellent knowledge of the product and process (operations).
• Ability to look at things from a broader perspective.
• Good Decision-Making ability and Analytical Skills
• Good Negotiation Skills
• Good Interpersonal relations

EDUCATIONAL / PROFESSIONAL QUALIFICATIONS (ESSESNTIAL/DESIRED)
• Post Graduate in Business Administration.
• 5-7 years of experience
• Minimum 2-3 years of experience in a BPO industry
• Should have a certification in Six Sigma or Customer Operations Performance Centre (COPC)

If you are up for the challenge please e-mail your resume to Eranda.Desilva@firstsourcedialog.lk