- Drive continuous improvement for Transaction Quality and Delivery
- Trained /Certified Green Belt preferable
- 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 each of the client and set up / customize processes to seamlessly meet clients expectation
- Ability to get out of the box ideas and Process improvement initiatives in the process.
- Should drive Process control Compliance in addition to managing Audit requirements
- Provide quality floor support, feedback, refresher
- Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted
Essential Skills / Expertise required: -
- Experience in managing customer care(voice) or Sales for BFSI related business
- People Management skills
- Knowledge of statistical tools will be an added advantage
- Data structuring and churning ability
- Basics knowledge of Six Sigma
- Ability to drive initiatives and projects to closure
- Ability to deal with employees at all levels of hierarchy
- Ability to provide leadership, direction and motivation to build high performing teams
- Analytical Skills / Quantitative skills
- Excellent Communication and articulation skills
- Data Handling / data interpretation skills / data visualization skills
- Needs to have good working knowledge of Transaction Quality systems, tools and technologies.
- Should understand Transition from startup to BAU/Hand over phase
- Process Oriented, Planning, Decision making, Ability to prioritize, Ability to meet deadlines and work under pressure
- Detail oriented, Strong organizational skills, Presentation skills
- Flexible to work in 24X7 environment (Night shifts weekends based on scope)
- Relevant Experience of 4 - 5 Years
Education: -
- Graduate in any discipline
