Manager - Quality - Transactional - Green Belt Certified

Job Responsibilities:

- Conducting audits for Quality coaches, taking charge of new initiatives and follow up on open items.

- Prepare and submit daily, weekly and monthly reports

- Manage daily activities

- Respond to queries/requirements from operations in regard to Quality and Customer Metrics

- Conduct DSAT analysis and drive process improvements liaising with relevant stakeholders

- Support process improvement projects

- Participate in alignment of strategic initiatives with daily activities

- Achievement of Quality and Customer Metrics targets

Desired Profile:

- Must be Black certified

- Knowledge of the Quality function, process and Tools.

- Minimum 7 years in the quality department (Voice Process)

- Minimum 8-10 years in a BPO