International Quality Operations Specialist

2 days ago


Lucknow, Uttar Pradesh, India beBeeTransaction Full time ₹ 18,00,000 - ₹ 1,80,00,000
Job Description

A key aspect of leading a team in an international BPO environment is to exhibit exceptional leadership skills. The Transactional Quality Manager is responsible for driving continuous improvement in transaction quality and delivery, ensuring high client satisfaction.

The ideal candidate should have at least 8 years of experience in international voice process, with strong people management skills, ability to drive initiatives to closure, and excellent communication skills.

The responsibilities include:

  • Driving continuous improvement for transaction quality and delivery
  • Managing call quality & client-related KPI's.
  • Evaluating the effectiveness of TQ interventions
  • Strengthening Quality Management Processes / framework to improve quality delivery.
  • Accurately capturing SLA/SLO metrics, reporting needs of all clients, and setting up/customizing processes to meet client expectations
  • Generating and implementing out-of-the-box ideas and process improvement initiatives
  • Driving Process control & Compliance and managing audit requirements
  • Providing crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
  • Supporting the Quality and Compliance teams to perform various audits and follow-ups based on observations highlighted


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