Transactional Quality Manager/Quality Manager//International BPO

4 weeks ago

Kolkata, India Hiresquad Full time

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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