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TATA Business Support Services Ltd

Tata Business Support Services (TBSS) was set up in 2004 to address the huge internal customer service needs of the Tata Group companies. It endeavours to be a long term partner in addressing all aspects of the outsourcing requirement of its clients. We cater to multiple industry verticals and provide multi channel service delivery including voice support in 10 different languages out of our world-class centers at Pune, Hyderabad and Mohali in India & USA centres at Florida and Ohio. ... Read More

Address      Gowra Trinity, Begumpet, Hyderabad, AP 500016
Website      www.tata-bss.com
Holding      No Holding Details

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Deputy Manager / Manager - Quality

Position Summary : Ensure Quality Assurance Procedures as per client requirements and documented procedures. Drive process changes & improvements through out the organization and Contribute to process improvements for company / Clients. Broad Responsibilities To provide feedback to the Quality Team Leaders (QTL) based on the internal / External audits, CSAT scores. To improve the QTL efficiency and to bring consistency in call evaluation and monitoring To monitor the performance and training need identification analysis for QE / QTL Take initiatives to save cost, improve process efficiency, improve CSAT and KPIs Close liasoning with clients Meeting all Quality related KPIs Optimal resources utilization of Quality Team Ensure higher Client satisfaction scores on Transactional quality related issues Responsible for identification of process improvement areas, Improvement projects such as GB & BB projects. Identification of Root Cause Analysis & corresponding action plans to improve the process. Adherence to the documented procedures Preparation of Service Quality Plans, Process mapping, De-risking processes based on FMEA Person Specification Graduation with Minimum 6 years of experience in quality function, preferably from telecom domain. Salary:Not Disclosed by Recruiter Industry:BPO / Call Centre / ITES Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations Role Category:Quality Role:Quality Assurance/Quality Control Manager

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