
Voice Process Quality Enhancement Expert
6 days ago
This is an exceptional opportunity to drive quality enhancement and deliver outstanding results in a fast-paced international environment.
- A minimum of 1 year experience as a Quality Analyst in International Voice Process is required.
- Strong working knowledge of TTQ (Training; Transaction Quality) systems, tools, and technologies is essential.
The ideal candidate will possess excellent communication skills, the ability to analyze and drive improvement, and knowledge of transactional quality domain.
This role involves:
- Continuously improving transaction quality and delivery processes
- Managing client-related KPIs and evaluating the effectiveness of TQ interventions
- Strengthening quality management processes and frameworks to enhance quality delivery
- Capturing and reporting SLA/SLO metrics to meet client expectations
- Developing and implementing innovative ideas and process improvement initiatives
- Experience: 2 years + as a Quality Analyst in International Voice Process in International BPO
- Strongly worked on QUALITY Matrices
- Excellent transactional quality domain knowledge
- Good working knowledge of TTQ (Training; Transaction Quality) systems, tools, and technologies
- Drive continuous improvement for Transaction Quality and Delivery
- Manage claim Quality & Client related KPIs
- Evaluate effectiveness of TQ interventions
- Strengthen Quality management processes/framework to improve quality delivery
- Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up/customize processes to seamlessly meet client's expectations
- Generate and implement out of the box ideas and Process improvement initiatives in the company
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