AM Quality - Transactional Quality

Company Overview

iEnergizer is a premier Business Process Outsourcing provider of customer management solutions, focusing on delivering superior service and enhancing our client's brand performance. As a trusted partner, iEnergizer provides comprehensive life-cycle customer support services across various industry verticals, including Healthcare, Banking, and Insurance. Our approach blends high-quality service with operational cost reduction in an innovative and customer-focused environment. Our headquarters is located in Bangalore.

Job Overview

We are seeking a skilled AM Quality - Transactional Quality professional to join our team in the Delhi-NCR region, including Noida, New Delhi, Gurgaon, Ghaziabad, and Faridabad. This full-time mid-level position requires a minimum of 4 years of relevant work experience. The role focuses on maintaining and enhancing service quality through effective monitoring and auditing of transactional operations. Candidates must have been an AM for at least 1 year on papers, with a background in BPO

Qualifications and Skills

• Proficiency in root cause analysis to identify and resolve quality issues in operations (Mandatory skill).
• Experience in quality auditing for transactional processes to ensure compliance with standards (Mandatory skill).
• Expertise in transaction monitoring to continuously assess service performance (Mandatory skill).
• Strong process improvement skills to enhance operational efficiency and customer experience.
• Ability to conduct call calibrations to align team performance with quality standards.
• Proven track record in coaching and developing teams to achieve quality objectives.
• Excellent verbal and written communication skills to effectively convey quality standards and feedback.
• Strong analytical skills to interpret and act upon data-driven insights for quality improvement

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Roles and Responsibilities

• Lead quality audits for transactional processes to ensure adherence to client and company standards.
• Conduct root cause analysis on quality deviations and implement corrective actions.
• Monitor transactional operations to maintain consistent service quality and performance.
• Facilitate call calibration sessions to ensure teams are aligned in delivering high-quality service.
• Coach team members on best practices for achieving and maintaining desired quality levels.
• Collaborate with other departments to implement process improvements effectively.
• Prepare and present reports on quality metrics and improvement initiatives to stakeholders.
• Continuously seek opportunities for process enhancements to drive operational excellence.