89 Transactional Quality Jobs

IEnergizer is Hiring for an AM Quality for a Domestic Campaign. BPO EXPERIENCE IS MANDATORY. This opening is for Noida LOCATION. NO CABS, NO MEALS. WORK FROM OFFICE. Job Location Noida Sector 60: Immediate joiners Preferred. Should be a Graduate Should have 8+ years of experience in BPO industry handling a Domestic BPO. Proficiency with precision measuring tools Excellent analytical and problem-solving skills certification. Audit and Compliance. Presentations MBR/QBR Additional Information The role if Work from Office. No Hybrid. The candidate must have prior experience of managing Quality function, in domestic BPO space. The role would require direct and frequent interaction with the clients. Experience of handling Ecommerce process would be ab added advantage. The opening is for an Ecommerce Domestic process. Job Profile: Prior experience in managing Transactional Quality role. Should be an AM Quality on Papers. KRAs are as below: Planning, organizing, and overseeing projects to ensure successful completion. Identifying potential risks and developing strategies to mitigate them. Ensuring compliance with relevant regulations and policies. Identifying opportunities to streamline processes and enhance efficiency. Translating high-level strategies into actionable plans for the team. Leading, motivating, and guiding team members to achieve their goals. Identifying training needs and facilitating professional development Analyzing data and relevant information to support decision-making. Collaborating with other teams or departments to achieve shared objectives. Providing regular updates and reports to higher management. Monitoring individual and team performance. Conducting performance evaluations and providing feedback. Requirement Gujrati language is a must. Bachelors degree in related field Should have 8 + years of experience in BPO industry with Proficiency with precision measuring tools EMAIL ME THE RESUME IF HAVING RELEVANT BPO QUALITY MANAGER EXPERIENCE AT tanya.tandon@ienergizer.com. Please mention the Sub Line as Assistant Quality - Domestic Campaign Interview Rounds. 1. Virtual 2. If shortlisted then a F2F Meeting is mandatory between Monday to Friday.

Hiring for Assistant Manager & Manager - QA || 35 Lpa || Hyd | |International BPO || WFO || Process: International voice /semi - voice process (International BPO ) Qualification :- Graduate Preferred : For Assisstant Manager(QA) Position - Need Deputy Manager - QA / Manager - QA on Paper (Experience from International BPO Voice or Semi Voice ) For Manager (QA) Position - Need Sr. Manager QA on Paper (Experience from International BPO Voice or Semi Voice ) Roles and Responsibilities : *An Assisstant Manager(QA) / Manager into Quality is responsible for overseeing the day-to-day activities of an process * Looking for BPO and ITES Only *This includes managing and coordinating various processes, ensuring the efficient and effective functioning of Quality Tools according to Client & company policies and procedures are followed. * Good knowledge 7 QC Tools .( Certification will be added advantage ) *Key responsibilities may include: 1.Developing and implementing Quality strategies to Improve Client SLA 2.Managing and supervising a team of employees 3.Analyzing and improving processes to increase efficiency and productivity 4.Identifying and resolving Quality problems and issues .The ideal candidate for this role should have strong leadership skills, excellent communication and interpersonal skills, experience in managing teams, and a deep understanding of operations and business processes. *Good Communication skills * Eligibility :18 months exp as an Deputy Manager QA / Manager Quality / Sr. Manager Quality on paper Package :- Max 35 Lpa (Decent hike on last CTC ) Working Days :- 5 days, 2 Rotational Offs Shift :- Rotational. Cab :- 2 way for rotational shift Work Location :- Hyderabad Immediate joiner otherwise already serving Notice period ( serving up to 15 days is also fine ) Interview rounds: Screening, HR- ( virtual) , Assessment, Ops manager (F2F) Intrested can drop me your Cv to 8374730176 - HR Bhavana or can drop the CV to mail id bhavana.axisservices@gmail.com

Experience: Minimum 1 year on paper experience required as Quality Manager International BPO - Voice process experience is mandatory Experience in a sales process will be added advantage.

Summary of Primary Job Responsibilities: Responsible for devising and establishing Quality procedures, standards and specifications • Review customer requirements and make sure they are met and Look at ways to reduce waste and increase efficiency. • Set up and maintain controls and documentation procedures. • Monitor performance by gathering relevant data and produce statistical reports • Measure performance and identify any areas of weakness, recommending and implementing improvements • Liaise with other managers and staff and provide training, tools and techniques to enable others to achieve quality standards. Assess the effectiveness of changes made. Skills: • Strong knowledge of quality assurance standards and methodologies. • Excellent managerial, leadership and communication skills. • Analytical approach with good numerical skill and understanding of statistical analysis. • Keen attention to detail and organizational abilities. • Basic knowledge of computers and use of software like MS Office.

Monitoring and evaluating inbound and outbound calls and emails according to the criteria set by the supplier in accordance with Client requirement. Documenting quality issues and performance measure for management review and providing information to assist in agent feedback and formal education processes and, Sharing results with Team Leads (and Operations Leader, if appropriate) to help provide individualized feedback to agents Provide Quality evaluation report to Client & track actions taken for improvement Perform transactional audit through recorded calls, remote or SBS, internal error checking, data scrubbings, calibration and Quality certification process. Qualifications: - Graduate/Post Graduate (Exception Needed if experience is more than 2years as QA) Proficiency in Microsoft Office packages (Word, Outlook, Excel); Excellent interpersonal and communication skills; High attention to detail and accuracy. The ability to: Analyze, validate and interpret data/reports; Multi-task, work under pressure and cope with high volumes of work; Cope with pressures and setbacks; Document problems and assist in their resolution; Document processes and identify areas for improvement; Adapt to change quickly, in a fast-paced environment; Prioritize and manage workflow Additional Points: - Open to Travel Having a Valid Passport

As a leading Business Process Management (BPM) company, WNS (Holdings) Limited (NYSE: WNS) is dedicated to co-creating innovative, digital-led solutions with clients across various industries. With a team of over 44,000 employees, we empower businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to redefine their digital strategies and achieve operational excellence. We are currently seeking a skilled and motivated individual to join our team as a Graduate. The ideal candidate will possess a Graduate qualification and demonstrate a passion for driving digital transformation and operational efficiency across diverse business sectors. At WNS, we offer a collaborative environment where employees have the opportunity to contribute to the future vision of over 400 clients. If you are a dynamic individual with a strong educational background and a desire to be part of a forward-thinking organization, we invite you to apply and explore the exciting opportunities that await you at WNS (Holdings) Limited.,

Proficiency with MS PowerPoint application using shapes & infographicsShould be able to design high quality PPT Slides as per the template and instructionsExcellent visualization ideas to provide different visual options of a designAbility to create new templates in PPT/Word/InDesignEfficient enough to deliver short TAT projectsAble to handle complex Layouts with charts & handwritten textAbility to achieve expected quality output along with daily targetsExcellent communication skillsShould be willing to work in 24*7 environment Qualifications Graduate Job Location

Complete Daily Quality checks as per the process requirement. Provides on time Feedback to the agents for the errors identified. Conduct Customer comeback analysis for all the errors received from the clients. To meet the monthly sampling numbers as per the defined target. Complete the feedback targets as specified in the QSD. Contribute brainwave ideas to improve the process Complete the WB Role Roadmap within the stipulated time Prepare all team and client related reports for Quality Complete RCA for all the errors identified Ensure the QA process adheres to ISO guidelines Identify the improvement areas for staff and share it with the AM- Quality Communication with clients on a periodic basis Complete the Calibration exercise on a periodic basis as defined Create Error analysis/RCA Report within the defined timeline Attend all the development and quality trainings that are identified for a QA Help operations in identifying the training needs for the ops associates Drive projects and be part of the projects that are identified in the team Qualifications Graduate / Postgraduate Job Location

Quality /Group Manager Finance and Accounts (GL/AP/AR) | Transactional Quality | Mumbai/Pune | 5+ Years Location: Mumbai/Pune (On-site) Shift: UK Shift (Monday to Friday) Domain: Finance & Accounts GL / AP / AR About the Role: Were looking for a Group Manager to lead the Quality team for Finance & Accounts operations (GL/AP/AR). If you come from a BPM, KPO, or captive background , have strong quality improvement experience, and want to make a real impactthis role is for you. Key Responsibilities: Lead and manage a team of 810 Quality Analysts and Managers (AM/DM) . Ensure compliance, SLA adherence , and reduce errors in financial processes. Conduct client/internal calibrations, FMEA, and quality audits . Lead initiatives like QDNA (Kaizen, Brainwaves) to drive improvements. Improve CSAT, NPS, VOC scores through quality projects. Run internal reviews and stakeholder meetings. Apply Six Sigma/Lean, SPC , and other process improvement tools. Build and manage quality dashboards and reports . Requirements: Graduate/Postgraduate with 58 years in quality management (preferably in GL/AP/AR or back-office operations) Background in BPM, KPO, shared services , or contact center quality Six Sigma Green Belt (certified or trained/tested) is preferred Strong skills in quality tools , data analysis , and stakeholder management What’s in it for You? Lead high-impact quality initiatives in F&A Work in a globally recognized BPM firm Be part of transformation projects with top visibility Learn and apply global quality frameworks and tools Excellent growth and leadership opportunities Reach Us – If you think this role is aligned with your career aspirations, kindly write to us with your updated CV at parul.arora@crescendoglobal.com for a confidential discussion. Disclaimer – Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging and memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Note – We receive a high volume of applications daily. If you do not hear from us within 1 week, please consider that your profile has not been shortlisted. We appreciate your patience and understanding. Group Manager – Quality, F&A Quality (GL/AP/AR), Six Sigma Green Belt, Quality Assurance, Continuous Improvement, BPM/KPO, Transformation Projects, SPC, FMEA, Dashboards, CSAT/NPS/VOC, Finance Operations Quality.

Collaborate with cross-functional teams to achieve strategic outcomes Apply subject expertise to support operations, planning, and decision-making Utilize tools, analytics, or platforms relevant to the job domain Ensure compliance with policies while improving efficiency and outcomes

Complete Daily Quality checks as per the process requirement. Provides on time Feedback to the agents for the errors identified. Conduct Customer comeback analysis for all the errors received from the clients. To meet the monthly sampling numbers as per the defined target. Complete the feedback targets as specified in the QSD. Contribute brainwave ideas to improve the process Complete the WB Role Roadmap within the stipulated time Prepare all team and client related reports for Quality Complete RCA for all the errors identified Ensure the QA process adheres to ISO guidelines Identify the improvement areas for staff and share it with the AM- Quality Communication with clients on a periodic basis Complete the Calibration exercise on a periodic basis as defined Create Error analysis/RCA Report within the defined timeline Attend all the development and quality trainings that are identified for a QA Help operations in identifying the training needs for the ops associates Drive projects and be part of the projects that are identified in the team Qualifications Graduate / Postgraduate

Band / Position: BII - DM Qualification: Graduation, Shipping knowledge Experience: 2 to 3 yrs in TQ qualitySkills set required: Hold has strong deposition to learn, Strong analytical skills, Creative problems solving skills Concern for accuracy and improvement orientation, Process Knowledge, good excel knowledge, ready to work in extending hours, ready to work in evening and night shifts Good command over English People management skills, Problem Solving / Conflict management, Attention to Detail, Team Work, and Ability to handle stress Person specification/Competency/JD: QMS deployment in process, run the Six Sigma projects for process improvement, manage the escalations, Conduct root cause analysis for process improvements, conduct MSA/FMEA as per schedule, Drive and conduct process compliance, conduct baseline and analyze CTQ s, Drive brainwave in the process, Drive open forums/best practice sharing sessions, GB six sigma improvement project to be certified, successfully completed YB DMAIC training and GB test within 12 months of role Successfully complete ISO training Working on the product and helping the team members to achieve deadlines Provided timely reports, provide the daily update to all team members, updates and system entries as required by internal and external management Understand and abide by the importance of discipline, punctuality and protocol

Proficiency with MS PowerPoint application using shapes & infographics Should be able to design high quality PPT Slides as per the template and instructionsExcellent visualization ideas to provide different visual options of a design Ability to create new templates in PPT/Word/InDesignEfficient enough to deliver short TAT projectsAble to handle complex Layouts with charts & handwritten textAbility to achieve expected quality output along with daily targetsExcellent communication skills Should be willing to work in 24*7 environment Qualifications Graduate

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you ll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. How will you make an impact in this role ? Put enterprise thinking first, connect the role s agenda to enterprise priorities and balance the needs of customers & shareholders. Lead with an external perspective, challenge status quo and bring continuous innovation to our existing processes. Demonstrate learning agility, make decisions quickly and with the highest level of integrity. Should possess strong analytical and problem solving skills and a tremendous will to win Strong relationship building, management and influencing skills Exceptional verbal, written, and interpersonal communication skills Minimum Qualifications: Graduates/Under graduates with 1-10 years of International BPO calling experience Excellent Communication Skill Comfortable working in 24/7 work environment Ensure maximum recovery on Card Members accounts through Inbound/Outbound calls Analyze risk on customer accounts, making sound decisions to ensure recovery while maintaining high customer satisfaction levels Meet and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals Preferred Qualifications: Prior Sales/Customer Service/Collection experience is an add-on.

Key Requirements: Location: Bangalore Should have worked in International BPO (no domestic) Flexible for US shift Lean Six Sigma Green Belt certified, Should have worked on DMAIC projects, minimum 6 years of transactional quality experience, experience on minitab is an added advantage Knowledge of 7 QC tools and statistical tools Handled a good span of control, should have worked at manager level for at least 2-3 years. Job Description: Mandatory requirement: Should have transactional quality experience Should be able to use quality tools and should have analytical bent of mind Six sigma green belt certification Experience in retail sector will be an added advantage Should have worked on at least 4 - 5 projects Client Interaction Should be comfortable to work in rotational shift BPO sector experience Job Responsibilities 1. Client interactions 2. Manage and develop improvement plans in liaison with other department(s) 3. Effective resource utilization 4. Meeting & exceeding defined KPIs 5. Able to motivate team members. 6. Manage Operations Quality Team a. Effective resource utilization b. Meeting & exceeding defined KPIs c. Able to motivate team members d. Initiate KPI projects 7. Assures effective process and policy mechanisms are in place 8. Develops and assures compliance with the Service Level Agreements between internal and external customers 9. Assures confidentiality and integrity of data 10. Assures implementation of compliance with the Information Technology Standards (System checks, whitelist) 11. To oversee risk management activities across the Program 12. Developing, establishing, and maintaining an effective system-wide compliance and ethics program designed to prevent, monitor, detect, and respond to non-compliance and recommend corrective actions to fully meet regulatory requirements. This includes a system of education and training to promote compliance awareness. 13. Identify and address compliance gaps (issues or processes where compliance risk exposure exists or accountability is not clear), particularly where such issues involve more than one functional unit. 14. Ensure audits like contractual, compliance (BGC, access management) are conducted. Also assessments with various departments Minimum requirements (Education Qualification & Work Experience) Education Qualification : Graduate & above (Any Discipline) Certification / Trainings if any: Green belt certified

Job Profile Driving quality deployment process across customer service processes Driving customer Impact Projects Driving Six Sigma and Lean Deployment Driving SLA adherence / Customer CTQ ensuring all parameters are met and corrective and preventive actions are taken Driving VOC/ CSAT / NPS actionable across the team and maintain/improve the scores Driving inputs from VOC/ CSAT / NPS for improvements Contribute and present in client/customer reviews/meetings Adhere to compliance to Quality standards (ISO) Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRM, Operations-review, dashboards, BQC's) Driving Continuous Improvement projects Initiate and best practice sharing across the team Driving people development by aligning to the Quality DNA program Driving culture of data-based decision making Adherence and completion of HCL Quality Role Roadmap requirements. Understanding of the clients expectations in terms of the key client deliverables specific to quality and internal metrics to measure the process performance. Required Profile/ Experience Should have hands on experience in usage of Quality methodologies and techniques. Hands on experience in customer service projects Should possess excellent data analysis skills Excellent knowledge of Excel, Word and Power point Experience in the reputed BPO / KPO / Business Services with direct client interaction encompassing end to end delivery responsibility for the operations. Preference will be given to the candidates who have US, UK experience & expertise in managing high volume business. Education/Other Requirement Graduate/ Postgraduate / Engineer BB certified in Lean & Six Sigma will be preferred. Ability to work in shifts (24*7 environment) Open to travel Behavioral Competencies People Management: Integrating people process improvement with business process improvement. Establishing a culture of performance and professional excellence by Optimum utilization of manpower through better skill mapping. Leadership Skills: Successfully influencing the activities of a group towards the achievement of a common goal and the ability to influence others through qualities such as personal charisma, expertise, command of language, and the creation of mutual respect. Analytical Thinking and Decision Making: Bringing disciplined analysis to data and situations, to see cause and effect and taking appropriate decisions that are consistent with available facts, constraints, and probable consequences. Communication and Presentation Skills: Effectively communicating to large number of people at the same time and creating interest and excitement in the subject while gaining the trust and enthusiasm of the audience. Good presenters put energy into their presentations and make their audience feel consulted, questioned, challenged and stimulated. Customer Orientation: Ability to anticipate customer (Internal and External) needs, service them & constantly seek new ways to surpass customer expectations to enhance business value.

Leading BPO in Kolkata Hiring for Transactional Quality Manager International Voice process US Process Must be a Manager On papers in Quality in International BPO Over All Experience 8+ Years CTC UPTO 14LPA Role & responsibilities Analytical mindset to drive continuous improvement for key CTQs (i,e, NPS / CSAT / FCR) Manage Call Quality & Client related KPI's with analytical quantification and establish corelation Evaluate effectiveness of TQ interventions. Strengthen Quality management processes / framework to improve quality delivery. Drive Process control & Compliance in addition to managing the Audit requirements. Ensure knowledge consistency through calibration, quizzes, D-Sat scrubbing etc. Interact and streamline channels of communication with other Functions and Clients. Provide quality floor support, feedback, refresher and corrective training Support cross process / location teams. Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted. Preferred candidate profile • Graduate in any discipline • Green Belt Trained and Certified • Good Knowledge about computers. • Excellent communication skills. • Good people management skills • Good knowledge of MS Office • Analytical / Quantitative skills • Maturity in handling customers and work in a multi culture process environment • Data Handling / data interpretation • Good working knowledge of T&TQ (Training & Transaction Quality) systems, tools and technologies. • 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 in an unstructured environment • Detail oriented with Strong organizational and Presentation skills • Flexible to work in a 24X7 environment (night shifts and weekends basis scope) • Ability to generate and implement out of the box ideas and Process improvement initiatives in the process. • Designed the FMEA framework in the existing organization or in the past Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Role: Director Quality Department: Accounts Receivable Reporting to: Head of Business Excellence Job Location: Airoli, Navi Mumbai Shift: US/UK Work Mode: Work from Office Principal Duties and Responsibilities 1. To conduct performance management of quality analysts and play a role in satisfying their developmental needs 2. Responsible to ensure quality coverage across different work scope of a project 3. Allocate work in proportion to the productivity goals and guidelines 4. Monitor the performance levels of quality analyst and improve upon the areas of opportunities 5. Ensure that quality analysts are minimum at 98% calibration with client quality levels 6. Create dashboard, perform analysis, work out sampling methodology etc all other performance indicative MIS 7. To comprehend & translate customer needs into viable processes 8. Keep the customer complaints & concerns in check and execute the action plan as agreed 9. Meet and exceed all expectations of organizations quality management system (QMS) 10. Drive / support Business Excellence initiatives; high impact projects which are cross functional and cross geography. 11. Assist with tracking of all initiatives, coordinating internal and external audits for ISO certifications, internal process 12. Implement strong governance to address Operations Quality and Improvement projects and initiatives. 13. Support/ drive strategic Lean / Six Sigma and other Continual Improvement projects and initiatives by providing basic data analytics, dashboards, coordinating projects 14. Support independent reporting practices such as troubled account status, contractual metrics tracking and reporting. 15. Generate business impact through Continual Improvement initiatives. Experience: 13+ years in US Healthcare Revenue Cycle Management (RCM), with at least 3 years in a Quality function. Current Role: Senior Manager or above, managing Quality teams in Medical Billing and Accounts Receivable. Skills: Strong team management and leadership capabilities. Proficient in change management and facilitation. Excellent program and project management skills. Deep understanding of quality concepts and tools. Expertise in end-to-end process mapping and process improvement/re-engineering. Interested candidates may share their profiles at: anandi.bandekar@gebbs.com

Candidates must currently be working as a Manager OR Assistant Manager on papers in Quality for an International Voice process. Shift - Rotational Shifts Work Location - Gurgaon / Pune Required Candidate profile Immediate Joiners OR Max 1 month notice period candidates can apply Call HR Sadiq @ 8904378561 for more details.

Candidates must currently be working as a Manager OR Assistant Manager on papers in Quality for a BPO. Shift - Dayshifts Work Location - Chennai / Vizag Required Candidate profile Immediate Joiners OR Max 1 month notice period candidates can apply Call HR Manager Reejo @ 9886360719 for more details.

Job description : Hiring for Assistant Manager Quality (Transaction Quality) Gurgaon. Interested candidates are requested to please provide an updated resume at vinay.r@ienergizer.com- 9910155221 Job Responsibilities: Travel Experience with GDS knowledge preferred . Team Management - Managing a Team of Quality Evaluators and Team Leaders for aligned Processes Should have time and people management skills Client/Stakeholder management to drive and influence improvement objectives Quality Activities - Documentation for Transaction Monitoring Facilitate the sharing of best practices and implement them and drive performance benchmarking -Keeping Track on Process Trends Can identify process end to end and identify improvement opportunities basis broken links -Analyze and Report Trends in Agents/Process performance -Implement corrective action plans as and when required -Participate in quality systems improvement activities using six sigma methodologies -Recommend initiatives to improve transaction Quality through new quality tools and Motivational Dip check compliance - Weekly basis Calibration compliance - Weekly basis Weekly and Monthly reports - Weekly and Monthly basis Identify bottom Quartile and steps to improve them. Analyze and Report Trends in Agents/Process performance Knowledge, Skills, Other abilities: Well versed with travel domain knowledge & MS Office (Specially Excel, Word and PPT). Strong supervisory skills with an eye for detail. Result Oriented. Excellent written and verbal communication skills in English. Organized and Methodical. Target and deadline driven. Sound knowledge of MS Office (Specially Excel, Word and PPT) Knowledge of all QC Tools like Pareto, Six Sigma. FMEA, SIPOC etc. Mandatory Skills : Bachelors degree in a relevant field or equivalent work experience. 5-8 years of experience in quality, preferably from Travel background . Excellent communication and interpersonal skills, with the ability to effectively engage with diverse audiences. Detail-oriented with strong analytical and problem-solving abilities. Ability to work independently and collaboratively in a fast-paced environment. Experience managing a portfolio of 50-100 agents is preferred. Proficiency in Microsoft Office Interested can call Vinay HR 9910155221 Walkin Interviews- Plot 512-513, Udyog vihar phase-3, Sec-19, Gurgaon

Must be a Quality Manager in current role from BPO Phone Banking Customer Service Process. Handled a Team of Quality TL's QA's 6 Days Working Fluent English Call 8447780697 send CV monu@creativeindians.com

Lead a team of 8 to 10 Quality Analysts & Managers AM or DM. Develop, implement, and maintain quality assurance processes and procedures for transactional operations. Ensure compliance with ISO 9001:2015 QMS standard requirements. Monitor and evaluate the quality of transactional processes. Drive sampling methodologies, must have good problem solving, decision making & analytical skills. Identifying areas for improvement and run lean Six Sigma projects to drive continuous improvement. Drive ideation within teams. Lead and mentor a team of quality analysts and inspectors, providing guidance and support to ensure high performance and professional growth. Collaborate with cross-functional teams to address quality issues and implement effective solutions. Conduct regular audits and reviews of transactional processes to ensure compliance with internal and external standards and regulations. Analyze quality data and performance metrics to identify trends, patterns, and opportunities for improvement. Prepare and present quality reports and updates to senior management, highlighting key achievements and areas of concern. Stay current with industrys best practices and emerging trends in quality management. Achieve and exceed SLA targets by closely monitoring and managing quality metrics. Own business / operational metrics for operations shop, be gatekeeper of metrics Provide effective coaching and constructive feedback to subordinates. Qualifications Any Graduate/PG/MBA. Knowledge of finance and accounting with expertise in AP - Procure to Pay / AR - Order to Cash / GL - Record to Report. Minimum of 5 - 8 years of experience in quality management, with a focus on transactional quality. Strong knowledge of quality management principles, methodologies, and tools. Knowledge ISO 9001:2015 standard preferred. Green Belt trained / certified and any other Lean certifications will be an added advantage. Good analytical skills with attention to detail and problem-solving abilities. Strong communication and presentation skills. Customer service orientation and strong interpersonal skills. Additional Information Transactional Quality Role Role- Team Role Shifts- UK shifts Monday to Friday Job Location

The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. Candidate must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, candidate must be self-directed, proactive and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors. Candidate must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems. Customer Operations Associate Process Manager Responsibilities Must have Transactional Quality experience Monitor and evaluate voice interactions between customer service representatives and customers to ensure adherence to quality standards and company guidelines. Analyse voice transcripts for accuracy, completeness, and compliance with established protocols and procedures. Identify and assess customer service representatives' performance gaps and areas for improvement based on quality metrics and performance standards. Provide constructive and timely feedback to customer service representatives on their voice interactions, highlighting areas of strength and areas needing improvement. Collaborate with the training team to develop and deliver training programs to address knowledge and skill gaps identified during quality evaluations. Maintain accurate records of quality evaluations, performance metrics, and feedback provided to customer service representatives. Generate comprehensive reports on quality performance, trends, and improvement opportunities for management review. Participate in calibration sessions with other quality analysts to ensure consistent evaluation and scoring of voice interactions. Prepares performance reports by collecting, analysing, and summarizing data and trends Ensure Critical Performance Metrics are met consistently Lead client/vendor reviews/calibrations Revert to client/vendor queries on routine issues Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely Manage multiple teams Perform audits and quality checks on Team Leads & Floor Supports Provide feedback to the Team Leads & Floor Supports periodically on their performance Ensure cross skilling and periodic process re-verification to ensure resource pool Perform Training Need Identification for teams Perform Bottom Quartile Management Ensure directives from senior leadership are percolated and acted upon Hold periodic meetings, discuss task delegation and review issues Conduct team huddles and meetings to discuss operational updates Build team spirit through group sessions, activities, and projects Focus on retention of staff through career mapping & guiding team members Advocate and follow organizational policies and procedures Adhere to the information security requirements Ensure all client deliverables met within timelines Ensure productivity/quality enhancement and process meet all metrics Remediation of any major incident Manage client MBR/QBR deck, client calls and reviews

Lead Associate - Transactional Quality(RTR/ Record To Report/ GL Accounting) - REF74301N_2025166076 Commerce Graduate / PG, Good Communication / Presentation Skills This person will require strong analytical skills, attention to detail, positive professional attitude and the ability to work in a team environment Must have Basic and advanced level MS Excel, Power Point skills Perform Quality Checking for PTP Must be responsible for analyzing data to ensure accuracy Qualifications Graduate / B.Com. / MBA