Transactional Quality Manager/International BPO

Job Description

Leading BPO in HyderabadHiring for Transactional Quality ManagerContent Moderation ProcessMust be a Manager Quality On papers in an International BPOExperience in Content Moderation/Customer Service is MandatoryOver All Experience 8+ YearsMode of Interview- VirtualInterested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 Role & responsibilitiesDrive continuous improvement for Transaction Quality and DeliveryTrained /Certified in Green BeltManage Call Quality & Client related KPI'sEvaluate effectiveness of TQ interventionsStrengthen Quality management processes / framework to improve quality deliveryAccurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client's expectationDrive continuous improvement for TQ and DeliveryManage Call Quality & Client related KPI'sEvaluate effectiveness of TQ interventionsStrengthen Quality management processes / framework to improve quality deliveryAccurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the client's expectationsDrive and maintain high throughputs in New hire batches and ensure higher first pass with every batchResponsible to manage and deliver regular training interventions on the floor and measure the success of floor refreshers.Drive Process control & Compliance in addition to managing the Audit requirementsProvide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hiresEnsure uniform quality of training being delivered by all training teams in line with the client requirementProvide quality floor support, feedback, refresher and corrective trainingGroom and develop training talent in-houseSupport cross process / location teamsSupport the Quality and Compliance teams to perform audits and follow ups based on observations highlighted. Preferred candidate profilePeople Management skillsAbility to drive initiatives to closureAbility to deal with all levels of employeesAbility to provide leadership, direction and motivation to build high performing teamsAnalytical and Quantitative skillsExcellent Communication skillsData Handling / data interpretation skillsGood working knowledge of Transaction Quality systems, tools and technologies.Should understand Transitions, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectivelyHigh 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 pressureDetail oriented with Strong organizational and Presentation skillsFlexible to work in 24X7 environment (night shifts and weekends basis scope)Education: Graduate in any discipline desirableShould have 8+ years of Overall experience. Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123