Transactional Quality Manager//Domestic Banking//BPO

2 weeks ago

Chennai, India Hiresquad Full time

Job Description Hiresquad Resources is looking for an experienced Transactional Quality Manager for a Domestic Banking Process . If you are currently a Manager Quality or a tenured Deputy Manager on paper within a BPO's domestic banking process, with over 8 years of overall experience, you'll be instrumental in leading quality initiatives and driving continuous improvement. Role & Responsibilities As the primary point of contact between QA teams, Operations, and clients, your responsibilities will include, but are not limited to, the following: - Lead, manage, motivate, and mentor a team of Quality Analysts. - Drive consistency to ensure strong quality performance and alignment across all programs. - Deliver process as well as agent-level insights to continuously improve and deliver outstanding customer experience across the program. - Work alongside Operations and the hiring team to provide onboarding, coaching, remediation, training, and development for Quality Analysts and QA Leads. - Implement and drive the QA process and structure. - Identify possible issues and trends and provide actionable insights while communicating them to relevant stakeholders. - Implement initiatives and projects to counteract any possible trends and drive business KPIs. - Aggregate audit findings and analyze gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience, and drive higher efficiency. - Analyze quality and performance trends to provide recommendations for program improvement. - Responsible for the delivery of vendor quality metrics at management reviews. Qualifications - Experience: Overall 8+ years of experience in the BPO sector. - Current Role: Must be currently working as a Manager Quality or a tenured Deputy Manager on papers in a BPO in a Domestic Banking process. - Location: Must be a local candidate for Chennai. Skills & Knowledge - Communication: Excellent communication and interpersonal skills. - MS Office: Excellent MS Office skills (presentation and Excel). - FMEA: Should have good knowledge of FMEA (Failure Mode and Effects Analysis) identification and mitigation of vulnerabilities. - Quality & Analytical Tools: Excellent knowledge of Quality and Analytical tools. - Qualitative Concepts: Should be well versed with Qualitative concepts. - Process Improvement: Should have worked on process improvement projects driving Customer Experience, Process Improvements, and Profitability. Interested candidates can mail their CV to [Confidential Information] or call at 8467054123.

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