International Voice Process Quality Assurance Lead

4 days ago


Jodhpur, Rajasthan, India beBeeQuality Full time ₹ 18,00,000
Transactional Quality Management Opportunity

We are seeking a highly skilled Transactional Quality Manager to drive continuous improvement for transaction quality and delivery. This role will require a strong focus on driving initiatives to closure, managing Call Quality & Client related KPI's, and evaluating the effectiveness of TQ interventions.

Key Responsibilities:
  • Manage and optimize Call Quality & Client related metrics.
  • Evaluate and refine TQ interventions for improved results.
  • Strengthen Quality Management Processes and framework to enhance quality delivery.
  • Capture and analyze SLA/SLO metrics, reporting needs of clients, and establish processes to meet client expectations.
  • Develop and implement innovative ideas and process improvement initiatives.
  • Ensure Process control & Compliance while managing Audit requirements.
  • Provide constructive feedback to Front Line Recruitment Teams on quality of new hires.
  • Offer quality floor support, feedback, and refresher training.
Requirements:
  • Strong People Management skills.
  • Able to drive initiatives to successful completion.
  • Excellent Communication skills.
  • Data analysis and interpretation skills.
  • High level of maturity to handle people including but not limited to clients, stakeholders, peers etc.

The ideal candidate will have 8+ years of experience in International Voice Process and be a certified Green Belt. The successful candidate will have a strong track record of driving quality improvement initiatives and ensuring compliance with industry standards.



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