QTP Lead - L6 - Mumbai

S393077

6

Mumbai

30250-Query Management-Service Desk Non-Voice Support

Customer Support

Shikha

Training & Quality

• Manage & run program for portfolio of clients (social media & other S&P clients)

• Should be handling internal + external stakeholders

• Resource would be responsible of handling - Quality, Training & Policies

• Should understand the policies associated with different clients & create framework

• Ensure population is trained and being compliant

• Knowledge retention

• Should focus on driving outcomes of the programs created & implemented

• Program size – Approx. 4000 FTEs'

• UK shift (till 12.00 a.m.) Should be flexible

• Work from Home (RTO as & when required)

JOB TITLE:  QTP Lead (Site Lead – Support Group)

LEVEL: CL6

Business Unit/Deal:  

Reporting Structure

Reports to: Account QTP Lead

Direct Reports: Site Leads for Quality, Training & Policy

OVERALL PURPOSE OF JOB

The QTP lead will serve as a main point of contact of consolidating initiatives across the functions and ensure delivery enablement for operations. The lead will be a single point of contact for senior leadership internal and client facing interactions.

DUTIES AND RESPONSIBILITIES:

Ø  Align with global leads and service delivery lead on strategy for execution on site

Ø  Scorecard review & action 

Ø  Motivate and strategize on efficiency, productivity and consistency targets

Ø  Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation

Ø  Identify Milestones, scope, dependencies, issues, risk and success for QTP projects

Ø  Course correct non-performing metrics and analysts through root cause analysis and solid action planning

Ø  Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones.

Ø  Review and control execution of standard processes across Quality, Training & Policy

Ø  Conduct researches, studies and data analysis to conceptualize proposals for improving business metric in collaboration across teams

Ø  Provide thought leadership in processes, programs and procedures

Ø  Establish professional and career development programs for internal resources

Ø  Provide recommendations to re-engineer existing processes.

KEY QUALIFICATIONS/SKILLS

Ø  College graduate with at least 12 to 16 years supervisor experience

Ø  Excellent oral and written communication skills.

Ø  Sound decision making and organizational skills

Ø  Ability to present complex information to a variety of audiences

Ø  Proficiency in MS office applications (Excel, PowerPoint and Word)

Ø  Experienced in talent management and succession planning

Ø  Experience in managing projects and data strategies for business outcomes

JOB REQUIREMENTS

Functional competencies