[06/05/2024] Senior Group Manager
2 weeks ago
About the Role:
We are seeking a seasoned and results-oriented Senior Group Manager - Transactional Quality, to lead and oversee our team of quality assurance professionals. This role is ideal for a candidate with a strong KPO (Knowledge Process Outsourcing) background and a proven track record of success in driving operational excellence.
Responsibilities:
- Lead and manage a high-performing team of quality analysts, ensuring efficient and accurate transaction processing.- Develop and implement quality assurance processes and methodologies aligned with KPO best practices.- Analyze data and identify trends in quality performance, using Six Sigma or similar methodologies to develop and implement corrective action plans.- Conduct regular audits and reviews to ensure adherence to quality standards and service level agreements (SLAs).- Mentor and coach team members, fostering a culture of continuous improvement and professional development.- Partner with cross-functional teams (operations, training, client management) to identify and address quality-related challenges.- Stay abreast of industry best practices and trends in quality management within the KPO domain.- Prepare comprehensive quality reports and presentations for internal and external stakeholders.
Qualifications
- Minimum 10-15 years of experience in a KPO environment, within the BPO/KPO sector- Proven track record of success in managing and leading quality assurance teams.- Black Belt certification in Six Sigma or a similar quality improvement methodology.- In-depth knowledge of quality control tools and techniques.- Strong understanding of KPO processes and best practices.- Excellent analytical and problem-solving skills.- Superior communication skills, both written and verbal, with the ability to effectively communicate with team members, clients, and other stakeholders.- Strong leadership and interpersonal skills with the ability to motivate and inspire a team.- Ability to work independently and manage multiple priorities in a fast-paced environment.- Proficient in MS Office Suite (Word, Excel, PowerPoint)
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