AM / Manager
Spanco Limited
Area: Dar Es Salaam
Application Deadline: 18/02/2011
Apply use this Link: http://jobsearch.naukri.com/mynaukri/mn_newminnernew.php?f=010211001509&xz=11_0_15
Position Description:
Spanco Limited is in the business of creating Technology Infrastructure to help drive governance efficiency across key sectors. Spanco Limited is SEI CMM Level 3 and ISO 9001-2008 certified.
Spanco caters to large complex Technology Infrastructure projects across Government, Power and Telecom Service Provider’s space. Spanco Limited also has a formidable presence in the BPO space spread over four continents and catering to India, US/Europe, Middle East and African markets.
Job Description:
• To define, standardize and monitor quality parameters and thereafter make recommendations for ongoing improvements.
• Identify the tangibles and the intangibles perceived to enhance value of services provided by organization. .
• Analyze how the intangibles contribute to the creation of customer value, beliefs, and satisfaction leading to an overall sustainable organizational growth.
• Create awareness amongst service personnel about these intangibles and what they mean to the customer.
• Design training and sensitizing programmes to enable service personnel to internalize key service deliverables
. • Design and document standard practices to be carried out for Information Security and Business process Re-engineering.
• To capture the top management’s vision and translate it into reality, also to convey and ensure organisational support required for employees to perform optimally
• Monitor systems and provide ongoing feedback for continuous improvements to the service delivery standards
Work closely with the:
• Human resources & Training to plan and design training interventions
• Operations for consistent delivery of service standards
• Marketing/PR to ensure we communicate realistic expectations to customers and ensure that customer expectations match delivery promise.
Functional Competencies
• Excellent Knowledge of ISO 9000
• Good knowledge of KAIZEN & Suggestion schemes
• Process orientation
• Knowledge on Six Sigma tools & techniques
• Familiarity with Quality awards (Malcolm Bal ridge/Deming) • Good Analytical Skills
• Exposure to Six Sigma, TQM, Policy Deployment, and other macro approaches to Excellence.
• Extensive work on Problem Solving tools & techniques
Behavioral Competencies :
• Eye for detail
• Influencing skills
• People management skills
• Conflict management skills
• Self starter & Motivator
Experience: 5 - 10 Years
Industry Type: BPO/ITES
Role: QA/QC Mgr
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Education:
UG: Any Graduate - Any Specialization
PG: Any PG Course- Any Specialization, Post Graduation Not Required
Compensation: Rupees 8, 00,000 - 12, 00,000, Accommodation + Transport etc
Keywords: Transactional Quality, Process quality, call quality
Application Instructions:
To apply for this position, please submit your CV and Cover letter to the Website Link below.
