Responsibilities:-

1. Leadership and People Management - Active participation in formulating the business goals and objectives along with the Manager, Working jointly with operation management and breaking down the key business drivers in measurable terms, Maintaining relationships with different functions to make sure, quality initiatives are driven strongly

2. Quality and Continuous Improvement – Driving QMS initiatives along with functional teams to formulize a robust processes and systems with proper SOPs, WI, Records, Reports, Forms etc. in a standardised manner. To make sure Customer Complaints are reviewed properly through structured problem solving approach. Identifying the root cause, corrective action, preventive action etc. along with regional operation teams under proper CAPA framework leading to customer satisfaction Working in cordially with Manager and Operations information of Corrective and Preventive Actions for Repeated NC’s, Also build up case study where in required for Process loopholes Involving teams for implementation of Action plans in coordination with Operations

3. Service Excellence – Would be conducting Process reviews and process improvement initiatives covering all critical functions/delivery hubs. Maintaining Audit Reports and follow up with resp. functions for closure of NC’s. A process based internal inspection and escalations to measure the service level compliance of every process and reporting the non-adherence level at a regular frequency with proper quality gates so that the defect will not pass to the next process.

4. Reports and Follow up - Maintaining daily/Weekly/Monthly activities reports, follow up on customer escalations/Audit NC’s till the closure Department: All Departments Skills Required: Communication skills - verbal and written, Data collection, management and analysis, Problem analysis and problem solving, Planning and organizing, Customer service orientation,

Qualification:- B.Tech, MBA

Desirable Skills:- Problem analysis and problem solving, Teamwork, Customer service orientation

Years Of Exp:- 2 to 5 Years

Location: Kolkata

Skills

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