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Transactional Quality Operations Specialist
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Job Overview:
The Transactional Quality Manager will be responsible for driving continuous improvement in transaction quality and delivery. This role requires a strong focus on call quality and client-related key performance indicators (KPIs). The successful candidate will evaluate the effectiveness of quality interventions, strengthen quality management processes and frameworks to improve delivery, accurately capture service-level agreements (SLA) and service-level objectives (SLO) metrics, and develop innovative process improvement initiatives.
- Drive Continuous Improvement: Develop and implement strategies to enhance transaction quality and delivery.
- Manage Call Quality and Client KPIs: Oversee the management of call quality and client-related KPIs to ensure alignment with business objectives.
- Evaluate Quality Interventions: Assess the effectiveness of quality interventions and make recommendations for improvement.
- Strengthen Quality Management Processes: Develop and implement quality management processes and frameworks to improve delivery and meet business objectives.
- Capture SLA/SLO Metrics: Accurately capture and report on SLA/SLO metrics to inform business decisions.
- Develop Process Improvement Initiatives: Develop and implement innovative process improvement initiatives to drive business growth and efficiency.
Key Skills and Qualifications:
- People Management: Proven ability to manage teams and lead cross-functional projects.
- Initiative Development: Ability to develop and drive initiatives to closure.
- Communication: Excellent communication and interpersonal skills.
- Data Analysis: Strong data analysis and interpretation skills.
- Process Orientation: Proven ability to work in a process-oriented environment and drive business results.
- Planning and Decision Making: Ability to plan, prioritize, and make informed decisions.
- Attention to Detail: Strong attention to detail and organizational skills.
Benefits:
- Opportunity to Drive Business Growth: Contribute to the development and implementation of process improvement initiatives that drive business growth and efficiency.
- Professional Development: Opportunities for professional growth and development in a dynamic and challenging environment.
- Collaborative Work Environment: Work in a collaborative and supportive team environment that fosters open communication and idea-sharing.
