Position: Manager / Sr Manager Transactional Quality
Location: Gurgaon
Employment type: Permanent
Job type: Full time
Designation : Manager/ Sr. Manager Quality Transactional Quality ( Travel Process)
Job objective
Manager/Sr. Manager Quality will be responsible for Transaction and Strategic Quality. Improving process Quality by evaluating effectiveness and methodologies being used, C-SAT, NPS, effective client and stakeholder management.
Job Responsibilities
- Manage multiple clients across different time zones
- Reviews performance as per internal and client governance structure, sets up internal governance where required and missing to deliver on business goals
- Be an enabler - Coordinate with other functions to deliver on Quality related metrics, be able to overcome initial hurdles to execute seamless delivery
- Provide feedback and inputs to the team for development as well as SLA delivery
- Lead and coach the team on process knowledge and Team Management
- Be able to call out the risks in case of changes/updates to existing process/ acquisition of new ones
- Be able to overcome initial hurdles and strike a rapport with stakeholders to drive change management
- Should be trained on Quality related tools and be able to use techniques.
- Be able to articulate accomplishments and challenges during client and internal meetings
- Be able to steer/guide the team members to deliver on their daily/weekly/monthly goals
- Be structured and data driven in his/her approach of identifying issues timely and initiating performance improvement
- Proactive approach when dealing with potential bottlenecks and issues impacting the Quality output
- Should be willing to work in shifts and on days off and weekend, if needed, due to internal/client deliverables
- Should be able to independently handle grievances (team/other supporting functions) and seek support in case of escalations
Skill Requirements
- Proven ability to build, manage and foster a team-oriented environment.
- Proven ability to work creatively and analytically in a problem-solving environment.
- Excellent communication (written and verbal) and interpersonal skills.
- Excellent leadership and management skills.
- Client engagement and interface exposure a must.
Relevant Experience and Education
- UG - Any Graduate - Any Specialization
- Over 10+ years of experience BPO Industry managing Transaction Quality, candidate must have experience handling travel process.
- Mandatory BB Certification required.
Interested candidates are requested to please provide an updated resume at [Confidential Information]
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
