Job Title Manager - Transaction Quality

Location Thane

Job Role

- Responsible for driving transactional quality for QBSS Thane Operations

- Responsible for ensuring smooth set up and functioning of Transaction Quality Monitoring (TM) group to meet business requirements.

- Creating detailed quality plan for all QBSS processes.

- Gathering client requirements for building TM plan, supporting migration team for implementation of TM plan for new client processes and ensuring consistent delivery on TM program

- Drive process management rigor to ensure superior service delivery by meeting /exceeding\ customer SLAs by driving accuracy nos.

- Working closely with internal and external stakeholders for defining and designing quality SLA's.

- Responsible for doing the Baselining and target setting and would be responsible for taking the entire FPO team to 99.96 % accuracy level.

- Interact with internal clients to understand and capture all requirements to assist in set up of SLAs and continuously benchmark processes, baseline performance and target setting

- Facilitate and identify potential areas for improvement and actively participate in improvement initiatives and drive incremental improvements

- Leading and managing the QC team.

- Facilitate the sharing of best practices from within and outside the organization and implement them

- Train / mentor team members and Operations team on quality tools and concepts

Basic Educational Qualification Graduate, preferably with Commerce background

Desired Experience (yrs.) 8 years in Quality function

Preferred Age Group (yrs) 27 - 38 years

Preferred industry background Finance & Accounting BPO

Essential Attributes/Competencies / Skills

- Lean Six Sigma Black Belt Certified / Trained / Currently in a Black Belt Role.

- Should have experience leading - = Black Belt Projects, - =3 Green belts

- Good Analytical Skills & excellent statistical knowledge

- Communication Skills, quick learner.

- Should have 8 years of total relevant experience in quality

- Prior experience working in F&A Transaction quality

Individual Contributor to start with, will be required to manage the QC team in India in future.

Ready to work in Rotational Shifts.

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