Hiresquad Resources is looking for an experienced Quality Team Leader//QTL//International BPO//Voice Process, ready to step into a Supervisor Quality / Quality Team Leader role within a leading BPO's International Voice Process. If you have a solid background in quality leadership within the international voice domain, a deep understanding of quality matrices, and experience with 7 QC tools, we invite you to drive continuous improvement and ensure exceptional service delivery.

Experience Requirements

Minimum 1 year of experience as a Quality Lead, with an overall 5+ years of experience in the BPO sector.
Must have experience in an International Voice Process.
Must be a Quality Team Leader (QTL) on papers.
Experience handling a team of Quality Analysts.
Strong experience working with QUALITY Matrices.
Excellent transactional quality domain knowledge.
Good working knowledge of TTQ (Training, Transaction Quality) systems, tools, and technologies.
Proven knowledge of analyzing, driving improvement, and innovation.
Worked on 7 QC tools.

Roles & Responsibilities

Drive continuous improvement for Transaction Quality and overall Delivery.
Manage claim Quality & Client related KPIs.
Evaluate the effectiveness of Transaction Quality (TQ) interventions.
Strengthen Quality management processes and frameworks to enhance quality delivery.
Accurately capture SLA/SLO metrics and the reporting needs of all clients, setting up/customizing processes to seamlessly meet client expectations.
Generate and implement out-of-the-box ideas and Process Improvement initiatives within the account.
Drive Process control & Compliance, in addition to managing audit requirements.
Ensure that huddle, feedback, and refresher processes are in place and are followed efficiently.
Support the Quality and Compliance teams in performing COPC, FMEA, PFCU, and other audits and follow-ups based on observations/misses highlighted.

Education

Graduate / Postgraduate (any stream).

Interested candidates can mail their CV to [HIDDEN TEXT] or call at 8467054123.