Quality Manager-Credit card Fraud Process//VOICE

Leading BPO in Hyderabad

Hiring for Quality Manager- CREDIT CARD FRAUD VOICE PROCESS

Must be a Manager Quality Credit Fraud for minimum 1 Year

Over All Experience 8+ Years

Mode of Interview- Virtual

Outstation candidates can also apply

CTC UPTO 17LPA

Interested candidates can mail their cv at [Confidential Information] or call at 8467054123

Role and Key Responsibilities:

Manage Call Quality & Client related

Evaluating effectiveness of TQ interventions

Create and maximize relationships with client partners

Strengthening 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 client's expectation

Conduct regular one-on-ones with direct reports to review individual performance, the

performance of their team and offer on-going developmental coaching.

Create a positive work environment through employee engagement; resolve employee

relation issues in a professional and timely manner.

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 refreshers

Support the Quality and Compliance teams to perform various audits and follow ups

based on observations highlighted

Participate in cross functional meetings to review information received from

operational support functions - Training, HR, Quality, WFM, TA.- and partner to define

action plans that resolve issues and drive continuous improvement.

Implement best practices and over-deliver for clients, drive consistent performance,

evaluate staffing needs, with input from BD and Client and adjust to meet changing

requirements.

Attend business reviews with the client.

Handle a team of team leaders.

Mandatory:

Minimum 3 years of International Banking Experience

Overall, 8+ years of relevant contact center experience and from a quality background

QM

Interested candidates can mail their cv at [HIDDEN TEXT] or call at 8467054123