Head Transactional Quality -Mandatory- COPC Certification

IGT Solutions

11 - 18 years

18 - 25 Lacs

gurugram

Posted:None| Platform:

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Skills Required

nps transactional quality quality assurance csat call quality

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Opportunity: Head of Quality (Transaction Quality)

Location

About IGT Solutions

IGT Solutions Pvt. Ltd.

Role Overview

Head of Quality (Transaction Quality)

Key Responsibilities

Team & People Management

Lead and mentor a team of Quality Evaluators and Team Leaders.
Effectively manage team capacity, timelines, and performance goals.

Client & Stakeholder Engagement

Liaise with internal and external stakeholders to align quality metrics with business objectives.
Influence and drive quality improvement initiatives in collaboration with clients.

Quality Assurance & Process Improvement

Maintain comprehensive transaction monitoring documentation.
Identify trends, track process gaps, and implement effective corrective actions.
Facilitate knowledge-sharing of best practices across teams.

Performance Benchmarking & Reporting

Drive benchmarking activities to identify improvement opportunities.
Analyze agent and process performance data to generate actionable insights.
Ensure timely reporting and compliance on weekly dip checks, calibrations, and performance metrics.

Continuous Improvement

Utilize Six Sigma methodologies to drive process and quality enhancements.
Manage bottom quartile performance through strategic coaching and development plans.

Required Skills & Qualifications

COPC Certification
Mandatory
Proficiency in
MS Office
(Excel, Word, PowerPoint)
Strong leadership and supervisory skills
Excellent communication skills (written & verbal English)
Results-oriented and highly organized
Expertise in
Quality Control tools
Pareto, Six Sigma, FMEA, SIPOC, etc.

Why Join IGT Solutions?

equal opportunity employer

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