
Quality Process Lead
3 days ago
Drive Quality Excellence in International Voice Processes.
About the Role
The ideal candidate will lead continuous improvement in transaction quality and delivery, managing call quality and client-related KPIs. They will evaluate the effectiveness of transaction quality interventions and drive process improvements.
Key Responsibilities
- Strengthen quality management processes.
- Capture SLA/SLO metrics accurately.
- Generate out-of-the-box ideas for process improvement initiatives.
Requirements
- 8+ years of experience in international voice processes.
- Expertise in managing teams and driving process improvements.
- Excellent communication skills, data handling skills, and leadership abilities.
Preferred Qualification
Green Belt certification is preferred.
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