Leading BPO in PUNE.
Hiring for Transactional Quality Manager.
Must be a Tenured Manager On papers in Quality(BPO).
Experience in Travel process with GDS is Mandatory.
Over All Experience 10+ Years.
CTC UPTO 17LPA.
Mode of Interview - Virtual.
- Must have Experience in International Travel Voice Process.
Role & responsibilities.
- 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 all clients and set up / customize processes to seamlessly meet client's expectation.
- Drive continuous improvement for TQ and Delivery.
- 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 all clients and set up / customize processes to seamlessly meet the client's expectations.
- Drive and maintain high throughputs in New hire batches and ensure higher first pass with every batch.
- Responsible to manage and deliver regular training interventions on the floor and measure the success of floor refreshers.
- Drive Process control & Compliance in addition to managing the Audit requirements.
- Provide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires.
- Ensure uniform quality of training being delivered by all training teams in line with the client requirement.
- Provide quality floor support, feedback, refresher and corrective training.
- Groom and develop training talent in-house.
- Support cross process / location teams.
- Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.
Preferred candidate profile:
- 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 and Quantitative skills.
- Excellent Communication skills.
- Data Handling / data interpretation skills.
- Good working knowledge of Transaction Quality systems, tools and technologies.
- Should understand Transitions, 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 with Strong organizational and Presentation skills.
- Flexible to work in 24X7 environment (night shifts and weekends basis scope).
Should have 10+ years of Overall experience.
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