Quality Manager - Domestic Banking - Voice Process

As a Quality & Training Manager at the leading BPO in Chennai, your role will involve driving continuous improvement for Transaction Quality and Delivery. You will be responsible for managing Call Quality & Client related KPIs, evaluating the effectiveness of TQ interventions, and strengthening Quality Management Processes/framework to improve quality delivery. Your key responsibilities will include: - Accurately capturing SLA/SLO metrics and reporting needs of all clients - Setting up/customizing processes to seamlessly meet client's expectations - Generating and implementing out-of-the-box ideas and Process improvement initiatives - Driving Process control & Compliance while managing the Audit requirements - Providing crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires - Offering quality floor support, feedback, and refresher to the team - Supporting the Quality and Compliance teams in performing various audits and follow-ups based on observations highlighted - Running FMEA and compliance audits along with health check of the account Key skills & knowledge required for this role include: - People Management skills - Ability to drive initiatives to closure - Dealing effectively with all levels of employees - Providing leadership, direction, and motivation to build high-performing teams - Excellent Communication skills - Data Handling / data interpretation skills - Understanding Transition phases for managing Transaction Quality functions effectively - High level of maturity in handling people including clients, stakeholders, and peers - Being Process Oriented, Planning, Decision-making, Detail-oriented with Strong organizational and Presentation skills - Ability to prioritize, meet deadlines, and work under pressure - Trained/Certified in Green Belt If you meet the qualifications of being a Manager Quality or Tenured Deputy Manager in a BPO with experience in the Domestic Banking Process, having an overall experience of 8+ years, and possess the essential skills mentioned above, we encourage you to apply for this role by sending your CV to simmi@hiresquad.in or calling at 8467054123.,