Transactional Quality Operations Manager

4 days ago

Bareilly, Uttar Pradesh, India beBeeQuality Full time ₹ 1,50,00,000 - ₹ 1,80,00,000

We are seeking an experienced professional to lead our quality management initiatives.

The ideal candidate will have a proven track record of driving continuous improvement in transactional quality and delivery.

Key responsibilities include managing call quality and client-related KPIs, evaluating the effectiveness of quality interventions, and strengthening quality management processes.

The successful candidate will also be responsible for accurately capturing SLA/SLO metrics, setting up processes to meet client expectations, and generating and implementing process improvement initiatives.

A strong understanding of transition phases is essential, as well as excellent communication and leadership skills.

Candidates should have experience in international voice process and a background in quality or operations management.

A bachelor's degree is required, and certification in Green Belt is a plus.

We offer a competitive compensation package and opportunities for growth and development.

Interested candidates can apply by sending their resume to us.

Key Responsibilities:
  • Drive continuous improvement for transaction quality and delivery
  • Manage call quality & client related KPI's
  • Evaluate the effectiveness of TQ interventions
  • Strengthen Quality Management Processes/framework to improve quality delivery
  • Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up/customize processes to seamlessly meet client's expectations
  • Generate and implement out of the box ideas and Process improvement initiatives in the process
  • Drive Process control & Compliance in addition to managing the Audit requirements
Key Skills & 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
  • Should understand Transition, which is spread between the Handover, Startup, Manage and Exit phases to be able 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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