01/11 Priti Goyal
Founder at Serving Skill

Views:688 Applications:156 Rec. Actions:Recruiter Actions:19

Senior Group Manager - Transactional Quality - BPO (10-16 yrs)

Pune Job Code: 861037

Job Description :


- The Individual is responsible to drive high levels of Customer & Applicant satisfaction by monitoring transactions and gathering and analyzing the Voice of Customer in order to drive improvements.


- Experience in TQ in HRO - BGV / AML-KYC space


- Manage and lead a team of Transactional Quality resources and Managers, and drive accuracy and SLA compliance for CPS processes.


- Plan, direct or coordinate quality assurance program across CPS


- Develop, Implement and review statistical analysis that identifies defects, exceptions toquality processes, test methods, service and trends


- Ensure compliance of all quality control documentation, document change activities and record retention requirements.


- Work as a point of contact to drive conversations with Stakeholders and Account leaders, to ensure appropriate staffing, training, utilization and effectiveness of CPS TQ function foraligned accounts.


- Lead client conversations on accuracy and SLA compliance, ensure effective coaching andfeedback, audit sampling, and other TQ methodologies are adequately designed andimplemented.


- Mentor the team in remediation of high impact errors, root cause analysis.


- Work closely with Operations, Compliance, Training, Products and Technology teams toprioritize and drive ideas for process improvements.


- Identify opportunities to rationalize QA effort, and automation of QA activities.


- Liaise with Technology, Transitions, Capability and other internal functions to provide endto-end solutions.


- Take responsibility for project activities including work estimation, planning, stakeholdermanagement and project qualityQualifications- Graduate/Post-graduate


- Experience in TQ in HRO - BGV / AML-KYC space


- Experience in advance quality planning


- Lean Six Sigma Black Belt certification preferred butnot mandatory.


- Business acumen and strong result orientation


- Excellent communication and project management skills


- Solid working knowledge and experience with Microsoft office and other computer-based applications business cases and white papers


- Very resilient and lateral thinking capability


- Strong stake holder and relationship management skills and dealing with senior executives


- Highly self-motivated, proactive and eager to develop new capabilities in evolving role

TO HAVES :

- Team management experience is required

- Experience in BGV - US region is required

- 2 technical rounds + one HRBP round

Women-friendly workplace:

Maternity and Paternity Benefits

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