Manager - Transactional Quality - BPO

Roles & Responsibilities:-

- CRM Domain experience mandatory

- Drive continuous improvement for Transaction Quality and Delivery

- Trained /Certified in Green Belt

- Manage Call Quality & Client related KPI's

- Evaluate effectiveness of TQ interventions

- Strengthen Quality management processes / framework to improve quality delivery

- Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet clients expectation

- Ability to get out of the box ideas and Process improvement initiatives in the process.

- Should drive Process control & Compliance in addition to managing Audit requirements

- Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires

- Provide quality floor support, feedback, refresher

- Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted

Essential Skills / Expertise required:

- People Management skills

- Ability to drive initiatives to closure

- Ability to deal with all levels of employees

- Ability to provide leadership, direction and motivation to build high performing teams

- Analytical Skills / Quantitative skills

- Excellent Communication skills

- Data Handling / data interpretation

- Needs to have good working knowledge of Transaction Quality systems, tools and technologies.

- Should have understanding of Transition, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively

- 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

- Detail oriented, Strong organizational skills, Presentation skills

- Flexible to work in 24X7 environment (night shifts and weekends basis scope)

- Relevant Experience of 4 - 5 Yrs