Leading BPO in Kolkata

Hiring for Transactional Quality Manager

Must be a Manager Quality or Tenured Deputy Manager On papers in a BPO

Experience in International Voice Process is Mandatory

Over All Experience 8+ Years

Mode of Interview- Virtual

Outstation candidates can also apply

LOOKING FOR IMMEDIATE JOINERS

Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Role and Key Responsibilities:

Drive continuous improvement for Transaction Quality and Delivery

Manage Call Quality & Client related KPIs.

Evaluating the effectiveness of TQ interventions

Strengthening 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 expectations

Generate and implement out of the box ideas and Process improvement initiatives in the process.

Drive Process control & Compliance in addition to managing the Audit requirements

Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires

Provide quality floor support, feedback, refresher

Support the Quality and Compliance teams to perform various audits and follow-ups based on

observations highlighted.

Run FMEA and compliance audits and health check of the account

Key skills & knowledge:

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

Excellent Communication skills

Data Handling / data interpretation skills

Should understand 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, stakeholders, 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

Trained /Certified in Green Belt

Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Transactional Quality Manager/International Voice Process