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International Voice Process Improvement Specialist
2 weeks ago
Job Description:
We are seeking an experienced Transaction Quality Manager to drive continuous improvement in our international voice process. The ideal candidate will have a strong background in quality management and be able to lead initiatives to closure.
- Key Responsibilities:
- Lead the development and implementation of quality strategies to improve delivery and client satisfaction.
- Manage call quality and client-related KPIs, providing accurate and timely reporting.
- Evaluate the effectiveness of quality interventions and make recommendations for improvement.
- Develop and maintain quality management processes and frameworks to drive quality delivery.
- Implement out-of-the-box ideas and process improvement initiatives to enhance quality and efficiency.
- Provide feedback to frontline recruitment teams on new hire quality and support quality and compliance teams in audits and follow-ups.
- Run FMEA and compliance audits to identify areas for improvement.
Requirements:
- Strong leadership skills with experience in people management.
- Excellent communication and data handling skills with the ability to interpret complex data.
- Process-oriented with planning, decision-making, and prioritization skills.
- Ability to work under pressure and meet deadlines.
- Trained or certified in Green Belt.
What We Offer:
A competitive compensation package and opportunities for professional growth and development.
