Senior Manager - Transactional Quality - Customer Service - BPO

Profile and Experience:

- Industry Expertise: 11+ years of experience in Training & Quality within the contact center industry, with exposure to domains like e-commerce, retail, banking, fintech, and trust & safety.

- Client Engagement: Exceptional communication, negotiation, and conflict resolution skills with a strong client-facing orientation.

- Process & Compliance Knowledge: Deep understanding of process frameworks and audit protocols across global standards.

- Tech & Tools Proficiency: Advanced skills in MS Office (Excel, PowerPoint) and experience in deploying automation and innovative learning technologies.

- Analytical Acumen: Strong data analysis capabilities with a knack for simplifying complex processes and driving actionable insights.

- Certifications: Six Sigma Black Belt preferred; strong foundation in Lean and Six Sigma methodologies.

- Performance Track Record: Proven success in enhancing quality, efficiency, and service level performance across large-scale operations.

Essential Job Elements:

- Strategic Leadership: Manage delivery of Training & Quality for global clients, ensuring alignment with strategic goals and operational excellence.

- Client-Centric Solutions: Customize SLA/SLO metrics and reporting processes to meet diverse client expectations seamlessly. Hold discussions with clients on Training and Quality as a Service offering.

- Process Excellence: Strengthen frameworks for training and quality management, ensuring continuous improvement and enhanced delivery performance. Drive Lean/Six Sigma initiatives, mentor Green Belt/Yellow Belt projects, and lead detailed process improvement studies.

- Innovation & Learning: Champion tech-enabled learning solutions and drive adoption of modern training methodologies. Translate business drivers into agile learning interventions.

- Performance Management: Develop and manage performance dashboards and metrics tailored to client requirements. Ensure consistent achievement of internal and external quality benchmarks.

- Team & Stakeholder Management: Lead cross-functional teams across geographies, fostering collaboration and driving standardized practices across locations.

- Compliance & Governance: Ensure process control, audit readiness, and compliance with multiple regulatory frameworks. Lead governance and performance reviews for T&Q-driven areas.