Surinder Randhawa
Quality Manager
- Role
- Quality Manager at Concentrix
- Location
- Faridabad, HR, IN
- LinkedIn followers
- 500 followers
Experience
Quality Manager
Apr 2023 — Present · Gurugram, IN
Quality Assurance and ControlDevelop Quality Standards: Establish and maintain quality benchmarks and performance metrics for services.Monitor Performance: Regularly review processes and outputs to ensure compliance with quality standards.Conduct Audits: Perform internal audits to assess adherence to quality processes and identify areas for improvement.2. Process ImprovementAnalyze Data: Utilize data analysis to identify trends, root causes of quality issues, and areas for operational enhancement.Implement Best Practices: Develop and implement strategies to optimize processes and enhance service delivery.3. Training and DevelopmentTraining Programs: Design and deliver training programs for staff on quality standards and best practices.Coaching and Feedback: Provide ongoing coaching and feedback to team members to promote quality awareness.4. Client InteractionClient Reporting: Prepare and present quality reports to clients, highlighting performance metrics and improvement initiatives.Manage Client Expectations: Communicate effectively with clients regarding quality standards and performance issues.5. Compliance and Risk ManagementRegulatory Compliance: Ensure that the BPO adheres to relevant laws, regulations, and industry standards.Risk Assessment: Identify potential risks related to service quality and develop mitigation strategies.6. Cross-Functional CollaborationWork with Other Departments: Collaborate with operations, HR, and training teams to ensure quality is integrated into all aspects of service delivery.Facilitate Workshops: Lead workshops and meetings to foster a culture of quality within the organization.7. Continuous ImprovementFeedback Loop: Establish mechanisms for gathering feedback from clients and employees to drive continuous improvement.Benchmarking: Compare performance against industry standards and competitors to identify improvement opportunities.
Education
Devi Ahilya Vishva Vidyalaya, Indore
M.P.) Bachelor of Commerce
Skills
- Bpo
- Call Center
- Crm
- Service Delivery
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