Manager I, Quality

3-5 years
a month ago 1 Applied
Job Description

  • Drive continuous improvement for Transaction Quality and Delivery

  • Manage Call Quality Client related KPIs

  • 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 clients expectations

  • Generate and implement out of the box ideas and Process improvement initiatives in the process.

  • Drive Process control Compliance in addition to managing the audit requirements

  • Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires

  • Provide quality floor support, feedback and refresher

  • Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted

Desired Skills :

  • 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.

  • Knowledge of 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 a 24X7 shift environment (night shifts and weekends basis scope)

  • Min 3 years of relevant Experience

  • Trained /Certified in Green Belt

JOB TYPE

Industry

Other

Function

Skills

Analytical and Quantitative skills
Good working knowledge of Transaction Quality systems
Ability to meet deadlines and work under pressure
Process Oriented
Ability to drive initiatives to closure
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
direction and motivation to build high performing teams
Ability to provide leadership
stake holders
Flexible to work in a 24X7 shift environment (night shifts and weekends basis scope)
Trained /Certified in Green Belt
Detail oriented with Strong organizational and Presentation skills
peers etc.
Knowledge of Transitions which is spread between the Handover
tools and technologies.
Ability to deal with all levels of employees.
Data Handling / data interpretation skills

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