Recruiter at 2COMS Consulting
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Manager - Quality Assurance - Transactional Services - BPO (8-12 yrs)
We have an urgent opening in Gurgaon,Pune,Mumbai for QA Manager.
Position : Manager Quality (Transactional)
CL : 8A
Exp : 8+ yrs
Job Location : Gurgaon, Pune - Audh, Mumbai - Thane.
Shift : US Shift (5.30 pm onwards)
- International process exp, Team mgmt -10 to 12
Position Summary :
- The Manager Transactional Service Quality supports Transaction Monitoring for clients with multiple programs or lines of businesses which can be across multiple sites/geos. Supervise all Transaction Monitoring Evaluators who support their assigned portfolio. This individual is responsible for the accuracy of evaluations, analysis and overall performance of Transaction Monitoring Evaluators, as well as the skill level and development of the employees in their teams.
Essential Functions/Core Responsibilities :
- Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements.
- Maintain accurate metrics of direct reports individual performance as well as overall team level performance.
- Manage resources across the assigned portfolio (personnel schedules, varying account needs)
- Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans.
- Develop strong working relationships with key Business stakeholders, internal and external
- Oversee audits of key support processes within each account and recommends changes.