
Transactional Quality Manager/Quality Manager//International BPO
4 weeks ago
Leading BPO in Kolkata
Hiring for Transactional Quality Manager
International Voice process
Must be a Manager On papers in Quality in International BPO
Over All Experience 8+ Years
Looking for Diversity Candidates
CTC UPTO 18LPA
Role & responsibilities
- Analytical mindset to drive continuous improvement for key CTQs (i,e, NPS / CSAT / FCR)
- Manage Call Quality & Client related KPI's with analytical quantification and establish
corelation - Evaluate effectiveness of TQ interventions.
- Strengthen Quality management processes / framework to improve quality delivery.
- Drive Process control & Compliance in addition to managing the Audit requirements.
- Ensure knowledge consistency through calibration, quizzes, D-Sat scrubbing etc.
- Interact and streamline channels of communication with other Functions and Clients.
- Provide quality floor support, feedback, refresher and corrective training
- Support cross process / location teams.
- Support the Quality and Compliance teams to perform audits and follow ups based on
observations highlighted.
Preferred candidate profile
• Graduate in any discipline
• Green Belt Trained and Certified
• Good Knowledge about computers.
• Excellent communication skills.
• Good people management skills
• Good knowledge of MS Office
• Analytical / Quantitative skills
• Maturity in handling customers and work in a multi culture process environment
• Data Handling / data interpretation
• Good working knowledge of T&TQ (Training & Transaction Quality) systems, tools and
technologies.
• 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 in an unstructured environment
• Detail oriented with Strong organizational and Presentation skills
• Flexible to work in a 24X7 environment (night shifts and weekends basis scope)
• Ability to generate and implement out of the box ideas and Process improvement initiatives in
the process.
• Designed the FMEA framework in the existing organization or in the past
Interested candidates can mail their cv at or call
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