Transactional Quality Manager/International BPO/ VoiceVoice Process

Job Description

Leading BPO in KOLKATA Hiring for Transactional Quality Manager Must be a Manager Quality or Tenured Deputy Manager On papers in an International BPO Experience in International Voice Process is Mandatory Over All Experience 8+ Years Candidates willing to relocate can also apply Mode of Interview- Virtual Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 Role & responsibilities Drive continuous improvement for Transaction Quality and Delivery Trained /Certified in Green Belt Manage Call Quality & Client related KPI's Evaluate effectiveness of TQ interventions Strengthen Quality management processes / framework to improve quality delivery Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client's expectation Drive continuous improvement for TQ and Delivery Manage Call Quality & Client related KPI's Evaluate effectiveness of TQ interventions Strengthen Quality management processes / framework to improve quality delivery Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the client's expectations Drive and maintain high throughputs in New hire batches and ensure higher first pass with every batch Responsible 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 requirements Provide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires Ensure uniform quality of training being delivered by all training teams in line with the client requirement Provide quality floor support, feedback, refresher and corrective training Groom and develop training talent in-house Support cross process / location teams Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted. Preferred candidate profile People Management skills Ability to drive initiatives to closure Ability to deal with all levels of employees Ability to provide leadership, direction and motivation to build high performing teams Analytical and Quantitative skills Excellent Communication skills Data Handling / data interpretation skills Good 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 effectively 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 Detail oriented with Strong organizational and Presentation skills Flexible to work in 24X7 environment (night shifts and weekends basis scope) Education : Graduate in any discipline desirable Should have 8+ years of Overall experience. Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 Show more Show less