Senior Quality Professional

18 hours ago


Chennai, Tamil Nadu, India beBeeQuality Full time ₹ 36,00,000 - ₹ 72,00,000

Senior Quality Role

A senior quality professional is sought after to drive continuous improvement in transactional quality and delivery. The ideal candidate will have a minimum of 2 years' experience as a quality analyst in an international voice process, with strong working knowledge of quality matrices and transactional quality domain expertise.

Main Responsibilities:

  • Lead initiatives for enhancing transaction quality and delivery efficiency
  • Manage client-related key performance indicators (KPIs) and quality metrics
  • Evaluate the effectiveness of quality interventions
  • Develop and strengthen quality management processes to improve quality delivery
  • Capture and report service level agreement (SLA) and service level objective (SLO) metrics accurately, meeting client expectations seamlessly
  • Generate innovative ideas and implement process improvements within accounts
  • Ensure compliance and control processes are in place, managing audit requirements effectively
  • Establish efficient huddle, feedback, and refresher processes
  • Support quality and compliance teams in performing audits and follow-ups based on observations/misses highlighted

Requirements:

  • Minimum 2 years' experience as a quality analyst in an international voice process
  • Strong working knowledge of quality matrices
  • Excellent transactional quality domain knowledge
  • Familiarity with training; transaction quality (TTQ) systems, tools, and technologies
  • Ability to analyze, drive improvement, and innovate


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