Quality Team Leader//QTL//International BPO//Voice Process

Quality Team Leader//QTL//International BPO//Voice Process

Experience Requirements

• Minimum

  1 year of experience as a Quality Lead

  , with an overall

  5+ years of experience

  in the BPO sector.

• Must have experience in an International Voice Process.

• Must be a Quality Team Leader (QTL) on papers.

• Experience handling a team of Quality Analysts.
• Strong experience working with

  QUALITY Matrices

  .
• Excellent transactional quality domain knowledge.
• Good working knowledge of

  TTQ (Training, Transaction Quality) systems, tools, and technologies

  .
• Proven knowledge of analyzing, driving improvement, and innovation.
• Worked on

  7 QC tools

  .

Roles & Responsibilities

• Drive

  continuous improvement

  for Transaction Quality and overall Delivery.
• Manage

  claim Quality & Client related KPIs

  .
• Evaluate the effectiveness of Transaction Quality (TQ) interventions.
• Strengthen Quality management processes and frameworks to enhance quality delivery.
• Accurately capture

  SLA/SLO metrics

  and the reporting needs of all clients, setting up/customizing processes to seamlessly meet client expectations.
• Generate and implement out-of-the-box ideas and Process Improvement initiatives within the account.
• Drive Process control & Compliance, in addition to managing audit requirements.
• Ensure that huddle, feedback, and refresher processes are in place and are followed efficiently.
• Support the Quality and Compliance teams in performing

  COPC, FMEA, PFCU

  , and other audits and follow-ups based on observations/misses highlighted.

Education

• Graduate / Postgraduate (any stream).

Interested candidates can mail their CV to [HIDDEN TEXT] or call at 8467054123.