Senior Quality Assurance Specialist
1 day ago
We are seeking a highly skilled and experienced Transactional Quality Manager to drive continuous improvement in quality and delivery.
- Manage Call Quality & Client related KPIs.
- Evaluate the effectiveness of TQ interventions.
- Strengthen Quality Management Processes / framework to improve quality delivery.
The successful candidate will be responsible for accurately capturing SLA/SLO metrics, reporting needs of all clients, and setting up/customizing processes to meet client expectations. They will also generate and implement out-of-the-box ideas and process improvement initiatives, drive process control & compliance, and provide crisp and specific feedback to Front Line Recruitment Teams.
Key Responsibilities:
- Lead and manage call quality and client-related key performance indicators (KPIs).
- Evaluate the efficacy of transactional quality (TQ) interventions and develop strategies to enhance them.
- Develop and maintain robust quality management processes to ensure high-quality service delivery.
What We Offer:
- A dynamic and challenging role within a growing organization.
- The opportunity to work with a talented team of professionals who share your passion for quality and excellence.
- Ongoing training and development opportunities to help you achieve your career goals.
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