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

Transactional Quality Manager

Role & Responsibilities

• Drive Continuous Improvement:

  Utilize an analytical mindset to drive continuous improvement for key Critical-to-Quality (CTQ) metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction), and FCR (First Contact Resolution).

• Manage Quality & Client KPIs:

  Manage Call Quality and client-related KPIs with analytical quantification, establishing clear correlations.

• Evaluate Interventions:

  Evaluate the effectiveness of Transaction Quality (TQ) interventions.

• Strengthen Quality Framework:

  Strengthen Quality management processes and frameworks to enhance overall quality delivery.

• Process Control & Compliance:

  Drive Process control and Compliance, in addition to managing audit requirements.

• Knowledge Consistency:

  Ensure knowledge consistency across teams through calibration sessions, quizzes, D-Sat scrubbing, and other methods.

• Stakeholder Communication:

  Interact and streamline channels of communication with other functions and clients.

• Floor Support & Training:

  Provide quality floor support, deliver feedback, conduct refreshers, and implement corrective training.

• Cross-Functional Support:

  Support cross-process and cross-location teams as needed.

• Audit Support:

  Support the Quality and Compliance teams in performing audits and follow-ups based on observations highlighted.

Preferred Candidate Profile

• Education:

  Graduate in any discipline.

• Certification:

  Green Belt Trained and Certified

  (mandatory).

• Technical Knowledge:

  Good knowledge about computers and proficient in MS Office.

• Communication:

  Excellent communication skills, both verbal and written.

• People Management:

  Good people management skills, with a high level of maturity in handling clients, stakeholders, peers, etc.

• Analytical & Quantitative Skills:

  Strong analytical and quantitative abilities; adept at data handling and data interpretation.

• Problem Solving:

  Process-oriented with strong planning, decision-making, and prioritization skills. Ability to meet deadlines and work under pressure in an unstructured environment.

• Industry Tools:

  Good working knowledge of

  T&TQ (Training & Transaction Quality) systems, tools, and technologies

  .

• Innovation:

  Ability to generate and implement out-of-the-box ideas and process improvement initiatives within the process.

• FMEA Experience:

  Experience in designing the

  FMEA (Failure Mode and Effects Analysis)

  framework in the existing organization or in the past.

• Adaptability:

  Flexible to work in a 24x7 environment, including night shifts and weekends, based on scope.

• Detail Orientation:

  Detail-oriented with strong organizational and presentation skills.

Interested candidates can mail their CV to [HIDDEN TEXT] or call at 8467054123.