Manager-CX Quality

Location: Mohali, Punjab

About The Team

At CX Quality we believe that the primary responsibility is to capture customer voice and create opportunities as business and process level. We strive in enabling consultants by providing effective coaching and feedback to deliver the world class experience during an interaction with the customer on any channel

We believe that a true Quality professional is all about understanding customer needs- be it internal or external- and being flexible enough to cater to it and do multiple roles and responsibilities which is crucial to our success.

You Are Responsible For

• Responsible for effective implementation of the Quality monitoring system to achieve goals/ targets while practicing the highest value
• Drive the main objective of Customer Experience enhancement at partner location
• Measure and Govern Quality functional deliverables end to end @OSPs
• Drive Quality initiatives across all functional areas
• Driving 100% adherence to Quality deliverables; metrics for both internal & external
• Work closing with Training team on TNI and measure effectiveness
• Working closely with Ops & cross functional teams to meet the business goals and continuous improvement
• Be responsible for knowledge management and high penetration on information on process changes, new process deployments
• Partner Engagement
• Regular Governance connects with Partner teams to ensure adherence to Quality metrics
• Partner team development
• Driving Projects
• TTQ / Consequence management for bottom quartile QAs

To succeed in this role – you should have the following:

• Ability to understand data and insights to drive key metrics
• Good Understanding of Quality methodology and metrics
• Strong people management and cross-functional leadership experience
• Six Sigma Green Belt Certified
• Prior experience in quality management role preferably from BPO industry

Data Scientist

Drive research and development in the areas of Pricing and Promotion, keeping business goals and product planning at the front. Deliver productionizable advanced statistical or machine learning based solutions for high impact complex problems.

About The Team

Pricing Data Scientist

Minimum Years Of Experience

3 Years

You are Responsible for

Build Pricing Machine Learning Products

To succeed in this role – you should have the following

• Education: Btech / Mtech in Comp Science/Data Science/Pure science and related disciplines from Tier 1 universities.
• Programming skills: Python, Pytorch, Tensorflow
• Background and Experience in: Machine Learning, Data Mining, Mathematical and Statistical Modeling, Mathematical Optimization, Simulations.
• Looking for significant research expertise/accomplishment, theoretical depth and business experience in the above areas. Prefer candidates with patents or published papers and a few years of industrial experience (experience in the travel/hospitality domain is a plus). Proven hard-problem solving skills.
• Background and Experience: 2-5 years of hands-on experience in Machine Learning and Deep Learning with good track of publication/patents

Senior Business Analyst

In this role, you are responsible for providing Analytics support to a team that solves large, complex and multi-phase (Gen)AI powered initiatives. You’d be working closely with Data Science and Product teams to provide high visibility Advance Analytics solutions.

The role requires a proactive candidate with a high level of ownership, someone who can handle ambiguous scenarios. The role requires someone with the ability to understand and discuss technical concepts, evaluate opportunistic ideas and communicate these. Act as “the enabler” that the team can depend on.

Requirement & Responsibilities

• 4-6 years of experience in the field of Analytics, Data Science (ML) with the ability to work proactively and handle ambiguous scenario
• Strong with SQL, Python, PySpark and having the drive to learn new tech stacks relevant to the Project
• Proven track record of taking ownership and delivering result in fast paced environment/ large scale projects
• Strong business acumen and Product thought thinking, with ability to think strategically and tactically to drive execution
• Anchor Analytics discussions with Product teams, with strong understanding of ML/ AI based Project lifecycle
• Ability to have strong verbal and written communication based on the audience
• Basic exposure to data pipelines, MLOps, cloud platform services
• Good to have: Being able to collaborate with stakeholders such as Data Science, Product teams and Leadership (if required)
• Good to have: High level understanding of Generative models

To succeed in this role – you should have the following

• 4-6 years of experience in the field of Analytics, Data Science (ML) with the ability to work proactively and handle ambiguous scenario
• Strong with SQL, Python, PySpark and having the drive to learn new tech stacks relevant to the Project
• Proven track record of taking ownership and delivering result in fast paced environment/ large scale projects
• Strong business acumen and Product thought thinking, with ability to think strategically and tactically to drive execution
• Anchor Analytics discussions with Product teams, with strong understanding of ML/ AI based Project lifecycle
• Ability to have strong verbal and written communication based on the audience
• Basic exposure to data pipelines, MLOps, cloud platform services
• Good to have: Being able to collaborate with stakeholders such as Data Science, Product teams and Leadership (if required)
• Good to have: High level understanding of Generative models, NLP

Program Manager – Information Security

Develop Project Plans: Develop and execute end to end project lifecycle, from initiation to closure, ensuring alignment with business objectives and cybersecurity best practices. Create detailed project plans, including scope, timelines, milestones and resource allocation.

Stakeholder Interactions: Work with internal and external stakeholders to define project requirements, manage expectations, and provide regular updates.

Identify and Mitigate Risks: Assess potential risks and develop strategies to mitigate them.

Ensure Quality: Monitor project progress and performance to ensure deliverables meet quality standards and adhere to cybersecurity policies and regulations.

Maintain Documentation: Keep thorough documentation of project plans, status reports, and evaluations. Prepare and present reports to senior management and stakeholders.

Apply Cybersecurity Knowledge: Utilize expertise in cybersecurity to ensure projects align with industry standards, best practices, and regulatory requirements.

Handle Escalations : Handle escalations and conflict within the team.

Implement Best Practices: Identify and apply process improvements and best practices to enhance project management and cybersecurity processes.

Lead and Mentor Teams: Provide leadership and guidance to project teams, fostering collaboration and ensuring team members are aligned with project goals.

Qualifications

Experience: Experience in project management, with a strong emphasis on cybersecurity projects. Proven track record of successfully managing large, complex projects in the Cybersecurity and Ecommerce sector.

Education: Bachelor’s degree. Advanced degree or relevant certifications (PMP, CAPM, Prince2, CISA, CISM) are highly desirable.

Cybersecurity Knowledge: Understanding of cybersecurity principles, practices, and technologies. Familiarity with regulatory requirements and industry standards (e.g., GDPR, PCI-DSS).

Tools Hands on: JIRA, Confluence, Excel, GSuite.

Communication: Excellent verbal and written communication skills, with the ability to convey complex technical information to non-technical stakeholders.

Problem-Solving: Strong analytical and problem-solving skills with the ability to handle challenging situations and make informed decisions.

Leadership: Proven leadership abilities, including experience in mentoring and guiding team members. Ability to inspire and motivate teams to achieve project goals.