Transactional Quality Manager//Domestic Banking//BPO

Transactional Quality Manager

Role & Responsibilities

As the primary point of contact between QA teams, Operations, and clients, your responsibilities will include, but are not limited to, the following:

• Lead, manage, motivate, and mentor a team of Quality Analysts.
• Drive consistency to ensure 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 Operations and the hiring team to provide onboarding, coaching, remediation, training, and development for Quality Analysts and QA Leads.
• Implement and drive the QA process and structure.
• Identify possible issues and trends and provide actionable insights while communicating them to relevant stakeholders.
• Implement initiatives and projects to counteract any possible trends and drive business KPIs.
• Aggregate audit findings and analyze gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience, and drive higher efficiency.
• Analyze quality and performance trends to provide recommendations for program improvement.
• Responsible for the delivery of vendor quality metrics at management reviews.

Qualifications

• Experience:

  Overall 8+ years of experience in the BPO sector.

• Current Role:

  Must be currently working as a

  Manager Quality or a tenured Deputy Manager on papers in a BPO in a Domestic Banking process

  .

• Location:

  Must be a

  local candidate

  for Chennai.

Skills & Knowledge

• Communication:

  Excellent communication and interpersonal skills.

• MS Office:

  Excellent MS Office skills (presentation and Excel).

• FMEA:

  Should have good knowledge of FMEA (Failure Mode and Effects Analysis) identification and mitigation of vulnerabilities.

• Quality & Analytical Tools:

  Excellent knowledge of Quality and Analytical tools.

• Qualitative Concepts:

  Should be well versed with Qualitative concepts.

• Process Improvement:

  Should have worked on process improvement projects driving Customer Experience, Process Improvements, and Profitability.

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