Quality Manager

Job Description

Roles & 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 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 Develop and implement training programs for employees. Work with various teams to identify training needs and develop training materials. Design and deliver training programs for new hires and existing employees. Monitor the effectiveness of training programs and make recommendations for improvements. Conduct regular training needs assessments and adjust training programs accordingly. Evaluate the effectiveness of quality assurance measures and make recommendations for improvements. Develop and implement policies and procedures to ensure compliance with industry regulations. Collaborate with senior leadership to identify strategic opportunities for training and quality initiatives. Analyze training and quality data to identify trends and make data-driven recommendations. Develop and maintain relationships with internal and external Stakeholders vendors to support training initiatives. Ensure that all training initiatives align with the organization's overall strategy and goals. Desired Skills: Must be a Graduate People Management skills Knowledge of industry regulations and compliance requirements. Ability to work independently and as part of a team. Ability to provide leadership, direction and motivation to build high performing teams Analytical and Quantitative skills Excellent Communication skills and presentation skills. Data Handling / data interpretation skills Good working knowledge of Transaction Quality systems, tools and technologies. Understand Transitions, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively Experience in training management. 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 with Strong organizational and Presentation skills Flexible to work in a 24X7 environment (night shifts and weekends basis scope)