Job Description

Leading BPO in Bangalore Hiring for Transactional Quality Manager International Banking Voice Process Must be a Manager Quality On papers in an International BPO in Banking Process(Voice) Over All Experience 8+ Years CTC UPTO 19LPA based on Last CTC & experience Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 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 co-relation 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. Key skills & knowledge: 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