Transactional Quality Manager/International Voice Process

As a Transactional Quality Manager at our leading BPO in Kolkata, you will play a crucial role in driving continuous improvement for transaction quality and delivery. With over 8 years of experience in the BPO industry, including managing call quality and client-related KPIs, you will be responsible for evaluating the effectiveness of TQ interventions and strengthening quality management processes to enhance quality delivery. Your key responsibilities will include accurately capturing SLA/SLO metrics, reporting the needs of all clients, and setting up/customizing processes to meet client expectations seamlessly. You will be expected to generate and implement innovative ideas and process improvement initiatives, drive process control and compliance, and provide specific feedback to front-line recruitment teams on the quality of new hires. In this role, you will provide quality floor support, feedback, and refresher training while supporting the Quality and Compliance teams in performing audits and follow-ups based on observations highlighted. You will also run FMEA and compliance audits, as well as health checks of the account to ensure quality standards are met. Key skills and knowledge required for this position include people management skills, the ability to drive initiatives to closure, and dealing effectively with employees at all levels. You should possess excellent communication skills, data handling/interpretation skills, and understand the transition phases to manage Transaction Quality functions effectively. Additionally, you should demonstrate a high level of maturity in handling various stakeholders, peers, and clients. Being process-oriented, detail-oriented, and possessing strong organizational and presentation skills are essential for success in this role. You should be trained/certified in Green Belt, have the ability to prioritize tasks, meet deadlines, and work effectively under pressure. If you are a Manager Quality or Tenured Deputy Manager with experience in an International Voice Process, and possess the required skills and knowledge, we encourage you to apply for this role by sending your CV to simmi@hiresquad.in or calling 8467054123. Outstation candidates are also welcome to apply.,