Transactional Quality Expert

3 days ago

Ajmer, Rajasthan, India beBeeQuality Full time ₹ 9,00,000 - ₹ 18,00,000
Senior Quality Assurance Manager

We are seeking an accomplished Senior Quality Assurance Manager to spearhead our International Voice Process team. The ideal candidate will have a proven track record of driving continuous improvement, managing quality and delivery, and strengthening quality management processes.

The key responsibilities include:

  1. Driving continuous improvement for Transaction Quality and Delivery
  2. Managing Call Quality & Client related KPI's
  3. Evaluating the effectiveness of TQ interventions
  4. Strengthening Quality Management Processes / framework to improve quality delivery
  5. Accurately capturing SLA/SLO metrics, the reporting needs of all clients, and setting up / customizing processes to seamlessly meet client expectations
  6. Generating and implementing out-of-the-box ideas and process improvement initiatives in the process
  7. Driving Process control & Compliance in addition to managing Audit requirements
  8. Providing crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
  9. Providing quality floor support, feedback, and refresher
  10. Supporting the Quality and Compliance teams to perform various audits and follow-ups based on observations highlighted
  11. Running FMEA and compliance audits and health checks of the account
Required Skills and Knowledge
  • 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, which is spread between the Handover, Startup, Manage, and Exit phases, to manage Transaction Quality functions effectively
  • High level of maturity to handle people, including but not limited to client, stakeholders, peers, etc.
  • Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines, and work under pressure
  • Detail oriented with Strong organizational and Presentation skills
  • Trained/Certified in Green Belt

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