International Voice Process Leader

3 days ago

Coimbatore, Tamil Nadu, India beBeeQualityManager Full time ₹ 14,00,000 - ₹ 18,00,000
Job Description

We are seeking a seasoned Quality Manager to drive continuous improvement for Transaction Quality and Delivery.

The ideal candidate will have extensive experience in International Voice Process, with a proven track record of driving process control & Compliance, managing Call Quality & Client related KPI's, and evaluating the effectiveness of TQ interventions.

The selected individual will be responsible for strengthening Quality Management Processes/Framework to improve quality delivery, accurately capturing SLA/SLO metrics, and setting up/customizing processes to meet client expectations.

A strong ability to provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires is also essential.

Benefits:

  • Detailed knowledge of Transition phases (Handover, Startup, Manage and Exit)
  • Ability to handle all levels of employees, clients, stakeholders, peers etc.
  • High level of maturity to prioritize tasks and meet deadlines under pressure
  • Excellent Communication skills and Data Handling/data interpretation skills

Key Responsibilities:

  • Drive continuous improvement for Transaction Quality and Delivery
  • Manage Call Quality & Client related KPI's
  • Evaluate the effectiveness of TQ interventions
  • Strengthening Quality Management Processes/Framework to improve quality delivery
  • Capture SLA/SLO metrics and set up/customize processes
  • Provide feedback to Front Line Recruitment Teams

Requirements:

  • 8+ Years of overall experience in BPO or similar industry
  • Strong leadership skills and ability to build high performing teams
  • Ability to deal with all levels of employees and stakeholders
  • Excellent Communication skills and Data Handling/data interpretation skills
  • Green Belt Certification/training preferred

Please send your CV to apply.

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