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Quality Manager

2 weeks ago

Kozhikode, Kerala, India beBeeQuality Full time ₹ 12,00,000 - ₹ 18,00,000
Job Title: Quality Manager - Voice Process

We are seeking a seasoned Quality Manager with expertise in Voice Processes to drive continuous improvement and excellence in our Transaction Quality and Delivery functions.

About the Role:

The ideal candidate will have experience managing Call Quality & Client related KPIs, evaluating the effectiveness of TQ interventions, and strengthening Quality Management Processes/Framework to improve quality delivery.

S/he will be responsible for accurately capturing SLA/SLO metrics, reporting needs of all clients, and setting up/customizing processes to meet client expectations.

Key Responsibilities:
  • Drive continuous improvement for Transaction Quality and Delivery
  • Manage Call Quality & Client related KPIs
  • Evaluate the effectiveness of TQ interventions
  • Strengthen Quality Management Processes/Framework to improve quality delivery
  • Capture SLA/SLO metrics, report needs of all clients, and set up/customize processes to meet client expectations
Requirements:
  • People Management skills
  • Ability to drive initiatives to closure
  • Ability to deal with all levels of employees
  • Ability to provide leadership, direction, and motivation to build high-performing teams
  • Excellent Communication skills
  • Data Handling/Data interpretation skills
  • Understanding of Transition phases (Handover, Startup, Manage, Exit) to manage Transaction Quality functions effectively
  • Maturity to handle people including but not limited to client, stakeholders, peers
  • Process-oriented, planning, decision-making, data handling, ability to prioritize, meet deadlines, and work under pressure
  • Detail-oriented with strong organizational and presentation skills
  • Trained/Certified in Green Belt
What We Offer:
  • A dynamic work environment
  • Opportunities for growth and development
  • A team-oriented culture

This is an exciting opportunity for a Quality Manager with expertise in Voice Processes to join our organization and drive excellence in our Transaction Quality and Delivery functions.

If you possess the required skills and qualifications, we encourage you to apply.