Hiring Assistant Manager/Manager
- Apollo
- 6 - 10 years
- Hyderabad
- 3 years ago
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Job Description
Apollo Tele Health is hiring for Assistant Manager & Manager - Quality & Training at Hyderabad Location.
Education & Experience:
Any Graduate
6+ years of experience in call center industry along with 2 years of people management
Responsibilities:
Responsible to ensure the required number of evaluations i.e. Quality, CSAT, Complaints etc. are completed as agreed with clients
- In charge of maintaining evaluations completed by the quality team in the central data base as defined by operations/clients
- Conducting / attending regular Gauge RNR & Calibrations with team to maintain level of knowledge of the supervisory staff
- Gauging effectiveness of daily/weekly briefings and cascading updates to all on the operations floor by conducting dipstick checks on a regular basis
- Responsible for super audits to ensure adherence of Compliance and Quality guidelines agreed between operations / clients
- Aligning quality analysts to respective teams to ensure the daily / weekly / monthly quality activities are covered with all operational teams
- Manages quality related escalations and preparing RCAs with closure with operations and client
- Managing shift timings & leaves for the Quality and training team
- Manages and takes accountability of grooming quality analysts, trainers and advisors to meet process and functional expectations
- Foster team work environment
- Maintain team engagement and improve employee knowledge retention & Performance
- Being proactive in identifying learning and development needs of the team members/advisors
- Managing training department and New hire trainings for the program
- Understand the training needs shared by internal and / or external customer(s), manage and improve the performance of the program / process, prepare training plan, coordinate and liaise with various teams to effective execution
- To ensure continuous improvement in the training performance of the process
- To define, standardize and monitor training and quality parameters and thereafter make recommendations for ongoing improvements. Spearheading continuous improvement in training and quality metrics of the programs and to drive improvement projects across businesses
- Establish and maintain communication with clients to understand needs, resolve issues, and meet expectations
Essential Requirement:
Essential Skills:
- Be attentive to details
- Be able to work in a fast-paced environment
- Have strong working knowledge in MS Office applications: Word, excel, & PPT
- Be able to adjust quickly and smoothly to changing priorities and conditions
- Have ability to interpret data, identify trends, and make suggestions for improvements
- Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
- Be pro-active in developing trust and professional rapport with employees and team members; work as a team player
- Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
- Problem solving skills
Education & Experience:
- Minimum Graduate
- Should have knowledge of Six sigma and lean methodology
- Overall Years of Experience and required Skill Sets: Minimum 6 - 10 years with 4 yrs of people managerial experience in Quality and training
- Experience in Customer Service would be preferred in BPO industry (voice)
- Knowledge in operation will be an added advantage
Company Website URL: http://www.apollotelehealth.com/
Interested candidate can revert or share their updated resume to ID: Na********w@ap************s.com Or whats app@ 9100010*** to arrange for interview.
Regards,
Nazia HR
Apollo Tele Health
Job Classification
Industry: Medical Services / HospitalFunctional Area: Quality Assurance,
Role Category: Business Process Quality
Role: Business Process Quality
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: M.Pharma in Pharmacy
Doctorate: Other Doctorate
Contact Details:
Company: pollo Tele Health ServicesAddress: 88,MSR BLOCK 9th Floor,Krishe Sapphire,HITECH CITY, MAIN RAOD,MADHAPUR, Hyderabad, Telangana, India
Location(s): Hyderabad
Keyskills: Quality Analysis Quality Control Management Training Management process training training Call centre Quality Assurance
Apollo
Apollo TeleHealth Services aims at providing a successful working model of telemedicine which self-propagates throughout India and into the developing world. It will provide a channel for continuous access to the most sophisticated medical support systems at all times. Further, telemedicine shall im...
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