Transactional Quality Manager//Domestic Banking Process//BPO

Leading BPO in Chennai

Hiring for Quality Manager

Domestic Banking Process

Must be a Manager Quality or tenured Deputy Manager On papers in a BPO in Domestic Banking process

Over All Experience 8+ Years

CTC UPTO 13LPA based on Last CTC & experience

6 Days Working

LOCAL CANDIDATES PREFERED

Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Role & responsibilities

Act as a primary POC between the QA teams, OPS & clients.

• Recommended responsibilities include but are not limited to the following:

• Lead, manage, motivate, and mentor a team of Quality Analysts

• Drive consistency to ensure the strong quality performance and alignment across all programs

• Deliver process as well as agent level insights to continuously improve and deliver outstanding

customer experience across the program

• Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and

development for QAs and QA Leads

• Implement and drive the QA process and structure

• Identify possible issues and trends and give actionable insights while communicating them to

relevant stakeholders

• Implement initiatives and projects to counteract any possible trends, drive business KPIs

• Aggregate audit findings and analyses gaps in processes, identifying innovative ways to solve

problems upstream, help improve customer experience and drive higher efficiency

• Analyses quality and performance trends to provide recommendations for program improvement

• Responsible for the delivery of vendor quality metrics at management reviews

Key skills & knowledge:

Excellent communication & interpersonal skills

• Excellent MS Office skills (presentation & excel)
• Should have good knowledge of FMEA identification and mitigation of vulnerabilities
• Excellent knowledge of Quality & Analytical tools
• Should be well versed with Qualitative concepts
• Should have worked on process improvement projects driving Customer Experience, Process

Improvements & Profitability

Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123