Senior Talent Acquisition Specialist at OYO
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OYO Rooms - Manager - Quality (4-8 yrs)
Roles and responsibilities:
- Maintain/manage transaction quality profile for all OYO process
- Conduct audits as per defined guideline and sampling
- Calibrate partner team on regular basis
- Flash quality dashboard frequently
- Ensure 100% closure of feedback by partner
- Create and publish regular audit reports with management and partner (daily, weekly, monthly)
- Identify gaps and conduct feedback and refresher sessions with partners to improve quality of calls
- Drive process improvement initiatives
- Conduct training for group of agents, when needed
- Conduct quality induction for new hire batch Technical skills
- Should be well versed with MS Office (Word, Excel, PowerPoint and Outlook)
- Should have excellent communication skills (written and spoken)
- Preferred to have six sigma knowledge and understanding of basic QC tools
- Must have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis
-Ecom/BPO QA experience
