Transactional Quality Manager/Quality Manager/T&TQ//International BPO

Leading BPO in Kolkata

Hiring for Transactional Quality Manager

International Voice process

US Process

Must be a Manager On papers in Quality in International BPO

Over All Experience 8+ Years

CTC UPTO 14LPA

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
  corelation
• 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.

Preferred candidate profile

• 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