Quality Manager

As a Transactional Quality Manager at the leading BPO in VIZAG, your role will involve driving continuous improvement for Transaction Quality and Delivery. You must be Trained/Certified in Green Belt and have experience managing Call Quality & Client related KPI's. Your responsibilities will include evaluating the effectiveness of TQ interventions, strengthening Quality management processes/framework, and accurately capturing SLA/SLO metrics to meet client expectations seamlessly. Additionally, you will be responsible for managing and delivering regular training interventions on the floor, driving Process control & Compliance, and providing specific feedback to Front Line Recruitment Teams on the quality of new hires. Key Responsibilities: - Drive continuous improvement for Transaction Quality and Delivery - Manage Call Quality & Client related KPI's - Evaluate effectiveness of TQ interventions - Strengthen Quality management processes/framework - Accurately capture SLA/SLO metrics - Drive and maintain high throughputs in New hire batches - Manage and deliver regular training interventions on the floor - Provide crisp and specific feedback to Front Line Recruitment Teams - Ensure uniform quality of training being delivered - Support cross process/location teams - Support Quality and Compliance teams in audits and follow-ups Preferred Candidate Profile: - People Management skills - Ability to drive initiatives to closure - Ability to provide leadership, direction, and motivation - Analytical and Quantitative skills - Excellent Communication skills - Data Handling/data interpretation skills - Good working knowledge of Transaction Quality systems, tools, and technologies - High level of maturity to handle various stakeholders - Process-oriented, Planning, Decision-making, Ability to prioritize - Detail-oriented with Strong organizational and Presentation skills - Flexible to work in a 24X7 environment Qualifications Required: - Must be a Manager Quality or Tenured Deputy Manager On papers in a BPO - Experience in Domestic Voice Process is Mandatory - Graduation in any discipline desirable - 8+ years of Overall experience If you possess the required qualifications and skills, and are interested in this opportunity, you can mail your CV to simmi@hiresquad.in or call at 8467054123.,