Senior International Quality Executive

5 days ago

Thrissur, Kerala, India beBeeTransactional Full time ₹ 9,00,000 - ₹ 18,00,000
Job Title: Transactional Quality Manager/International Voice Process

Overview:

The ideal candidate will lead and manage a team of quality professionals to ensure excellent customer experience in an international voice process.

Key Responsibilities:

  • Drive continuous improvement for transaction quality and delivery.
  • Manage call quality and client-related KPIs.
  • Evaluate the effectiveness of TQ interventions.
  • Strengthen quality management processes and frameworks to improve quality delivery.
  • Accurately capture SLA/SLO metrics, reporting needs of all clients, and set up/customize processes to meet client expectations.
  • Generate and implement out-of-the-box ideas and process improvement initiatives.
  • Drive process control and compliance while managing audit requirements.
  • Provide crisp and specific feedback to front-line recruitment teams on quality of new hires.
  • Support quality and compliance teams in performing various audits and follow-ups based on observations highlighted.
  • Run FMEA and compliance audits and health checks of accounts.

Required Skills and Qualifications:

  • People management skills.
  • Ability to drive initiatives to closure.
  • Ability to deal with all levels of employees.
  • Leadership, direction, and motivation to build high-performing teams.
  • Excellent communication skills.
  • Data handling and interpretation skills.
  • Understanding of transition phases between handover, startup, manage, and exit phases.
  • Maturity to handle people, including clients, stakeholders, peers, etc.
  • Process-oriented, planning, decision-making, data handling, prioritization, meeting deadlines, and working under pressure.
  • Detail-oriented with strong organizational and presentation skills.
  • Trained or certified in Green Belt.

Benefits:

Interested candidates can email their CV at simmi@hiresquad.in or call at 8467054123 for further information.

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