▷ 3 Days Left: Quality Team Leader//QTL//International BPO//Voice Process

24 hours ago

Bengaluru, India Hiresquad Full time

Job Description Hiresquad Resources is looking for an experienced Quality Team Leader//QTL//International BPO//Voice Process, ready to step into a Supervisor Quality / Quality Team Leader role within a leading BPO's International Voice Process. If you have a solid background in quality leadership within the international voice domain, a deep understanding of quality matrices, and experience with 7 QC tools, we invite you to drive continuous improvement and ensure exceptional service delivery. Experience Requirements - Minimum 1 year of experience as a Quality Lead, with an overall 5+ years of experience in the BPO sector. - Must have experience in an International Voice Process. - Must be a Quality Team Leader (QTL) on papers. - Experience handling a team of Quality Analysts. - Strong experience working with QUALITY Matrices. - Excellent transactional quality domain knowledge. - Good working knowledge of TTQ (Training, Transaction Quality) systems, tools, and technologies. - Proven knowledge of analyzing, driving improvement, and innovation. - Worked on 7 QC tools. Roles & Responsibilities - Drive continuous improvement for Transaction Quality and overall Delivery. - Manage claim Quality & Client related KPIs. - Evaluate the effectiveness of Transaction Quality (TQ) interventions. - Strengthen Quality management processes and frameworks to enhance quality delivery. - Accurately capture SLA/SLO metrics and the reporting needs of all clients, setting up/customizing processes to seamlessly meet client expectations. - Generate and implement out-of-the-box ideas and Process Improvement initiatives within the account. - Drive Process control & Compliance, in addition to managing audit requirements. - Ensure that huddle, feedback, and refresher processes are in place and are followed efficiently. - Support the Quality and Compliance teams in performing COPC, FMEA, PFCU, and other audits and follow-ups based on observations/misses highlighted. Education - Graduate / Postgraduate (any stream). Interested candidates can mail their CV to [Confidential Information] or call at 8467054123.

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