Quality Manager

Job Description

Drive continuous improvement for Transaction Quality and Delivery Manage Call Quality & Client related KPIs. Evaluate effectiveness of TQ interventions Strengthen Quality management processes / framework to improve quality delivery. Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client's expectations Generate and implement out of the box ideas and Process improvement initiatives in the process. Drive Process control & Compliance in addition to managing the Audit requirements Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires Provide quality floor support, feedback, refresher Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted. Run FMEA and compliance audits and health check of the account Desired Skills: People Management skills Ability to drive initiatives to closure Ability to deal with all levels of employees. Ability to provide leadership, direction and motivation to build high performing teams Excellent Communication skills Data Handling / data interpretation skills Should have understanding of Transition, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively High level of maturity to handle people including but not limited to client, stake holders, peers etc. Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure. Detail oriented, Strong organizational skills, Presentation skills Trained /Certified in Green Belt Role & responsibilities Preferred candidate profile