Quality Manager - BPO

Job Title - Quality Manager

Experience - 7 to 10 years

Work Location - Gurgaon

Roles & Responsibilities:-

- Drive continuous improvement for Transaction Quality and Delivery

- 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 client's 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

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

Essential Skills / Expertise required:-

- 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)

Purnima
Landline: +91.120.480.7010