Group Manager - Transactional Quality - Gurgaon

Job Description : -

1. Leadership and Team Management:
2. - Lead and manage a team of quality analysts and quality assurance specialists.
3. - Provide guidance, coaching, and performance feedback to team members.
4. - Set clear objectives and performance metrics for the team.
5. - Foster a positive work environment and encourage professional development.
7. 2) Quality Assurance Strategy:
8. - Develop and implement quality assurance strategies and methodologies for transactional processes.
9. - Define and monitor key performance indicators (KPIs) related to transactional quality.
10. - Establish and maintain quality standards and best practices.
12. 3) Process Improvement:
13. - Analyze transactional processes and identify areas for improvement.
14. - Drive initiatives to enhance efficiency, accuracy, and customer satisfaction.
15. - Collaborate with cross-functional teams to implement process changes and improvements.
17. Quality Monitoring and Evaluation:
18. - Oversee the monitoring and evaluation of transactional interactions to ensure compliance with quality standards.
19. - Conduct regular audits and assessments to identify quality issues and areas for development.
20. - Develop and implement corrective action plans to address quality gaps.

5) Reporting and Analysis:

- Prepare and present regular reports on quality performance and trends to senior management.

- Analyze data and metrics to identify patterns, insights, and opportunities for improvement.

- Use data-driven insights to drive decision-making and enhance quality strategies.

6) Customer Experience:

- Ensure that transactional processes align with customer expectations and enhance the overall customer experience.

- Address and resolve escalated quality-related issues and customer complaints

7) Training and Development:

- Develop and deliver training programs for team members on quality standards and best practices.

- Ensure that the team is up-to-date with the latest quality assurance techniques and tools.

8) Compliance and Risk Management:

- Ensure compliance with company policies, industry regulations, and quality standards.

- Identify and mitigate risks related to transactional quality and customer satisfaction

-Domain

-Digital marketing (Google ads, Meta etc)

Qualification : -

- Education: Bachelor's degree in Business Administration, Quality Management, or a related field. A Master's degree or relevant certifications (e.g., Six Sigma, ISO) is a plus.

- Experience: 7-10 years of experience in quality assurance, operations management, or a related field, with at least 3-5 years in a managerial role.

Skills:

- Strong leadership and team management abilities.

- Excellent analytical and problem-solving skills.

- Proficiency in quality assurance methodologies and tools.

- Strong understanding of transactional processes and customer service.

- Effective communication and interpersonal skills.

Ability to manage multiple priorities and work under pressure.

Technical Skills:

- Proficiency in quality management.

- Experience with data analysis and reporting tools (e.g., Excel, Tableau, Power BI)