Transactional Quality Manager/International Voice Process

Job Description

Leading BPO in Kolkata

Hiring for Transactional Quality Manager

International Voice Process

Must be a Manager Quality On papers in an International BPO

Over All Experience 8+ Years

CTC UPTO 17.5LPA based on last CTC

Mode of Interview- Virtual

Interested candidates can mail their cv at [Confidential Information] or call at 8467054123

• Drive continuous improvement for Transaction Quality and Delivery
• Trained /Certified in Green Belt
• Manage Call Quality & Client related KPI's
• Evaluate 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 expectation
• Drive continuous improvement for TQ and Delivery
• Manage Call Quality & Client related KPI's
• Evaluate 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 the client's expectations
• Drive and maintain high throughputs in New hire batches and ensure higher first pass with every batch
• Responsible to manage and deliver regular training interventions on the floor and measure the success of floor refreshers.
• Drive Process control & Compliance in addition to managing the Audit requirements
• Provide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires
• Ensure uniform quality of training being delivered by all training teams in line with the client requirement
• Provide quality floor support, feedback, refresher and corrective training
• Groom and develop training talent in-house
• Support cross process / location teams
• Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.

• 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
• Analytical and Quantitative skills
• Excellent Communication skills
• Data Handling / data interpretation skills
• Good working knowledge of Transaction Quality systems, tools and technologies.
• Should understand Transitions, 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, stake holders, 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
• Flexible to work in 24X7 environment (night shifts and weekends basis scope)
• Education: Graduate in any discipline desirable
• Should have 8+ years of Overall experience.

Interested candidates can mail their cv at [HIDDEN TEXT] or call at 8467054123