Quality Manager - Banking (Immediate joiners)

Teleperformance (TP)

6 - 11 years

7 - 9 Lacs

chennai

Posted:3 weeks ago| Platform:

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Skills Required

banking process quality management call monitoring six sigma call audit feedback call calibration process improvement 7qc tools domestic process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Manage quality program in line with BEST QA Framework requirements
Prepare QA staffing and scheduling plan as per frequency defined
Facilitate achievement of quality SLAs and sampling targets
Conduct calibration sessions as per schedule and publish reports
Facilitate on-time Quality reporting at group and program levels
Conduct & Publish RCA for not meeting Quality/CSAT/ FCR metrics
Manage client calibration and process change sessions
Work in tandem with operations on frontline intelligence gathering for process improvements
Resolve disputes arising out of audit related issues
Manage and track process average time to feedback and quality of feedback delivered
Create weekly/ monthly review presentations for internal and external teams

TEAM RELATED:

Certification management for Quality Analyst
Prepare and track QA performance plans for team members
Drive quality improvement from QA Team
Manage QA team motivation, development, and engagement.

CLIENT SPECIFIC / ORIENTED:

Communicate with client quality and operations team
Present WBR & MBR in tandem with operations
Deliver customer service improvement projects

Preferred candidate profile

Designation on papers Quality manager / Assistant manager
Immediate joiners
Must have banking experience on papers
Domestic Banking
Location : Chennai - Pattabiram.

WhatsApp - 9940351721

Regards - Swathi HR

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