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

2.0 - 7.0 years

6 - 9 Lacs

Bengaluru, Karnataka, India

On-site

Hiresquad Resources is looking for an experienced Quality Team Leader//QTL//International BPO//Voice Process , ready to step into a Supervisor Quality / Quality Team Leader role within a leading BPO's International Voice Process. If you have a solid background in quality leadership within the international voice domain, a deep understanding of quality matrices, and experience with 7 QC tools, we invite you to drive continuous improvement and ensure exceptional service delivery. 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.

Posted 5 days ago

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