Quality Team Leader//QTL//International BPO//Voice Process

Hiresquad Resources is looking for an experienced Quality Team Leader//QTL//International BPO//Voice Process, ready to step into a Supervisor Quality / Quality Team Leader role within a leading BPO's International Voice Process. If you have a solid background in quality leadership within the international voice domain, a deep understanding of quality matrices, and experience with 7 QC tools, we invite you to drive continuous improvement and ensure exceptional service delivery.

Experience Requirements

• Minimum 1 year of experience as a Quality Lead, with an overall 5+ years of experience in the BPO sector.
• Must have experience in an International Voice Process.
• Must be a Quality Team Leader (QTL) on papers.
• Experience handling a team of Quality Analysts.
• Strong experience working with QUALITY Matrices.
• Excellent transactional quality domain knowledge.
• Good working knowledge of TTQ (Training, Transaction Quality) systems, tools, and technologies.
• Proven knowledge of analyzing, driving improvement, and innovation.
• Worked on 7 QC tools.

Roles & Responsibilities

• Drive continuous improvement for Transaction Quality and overall Delivery.
• Manage claim Quality & Client related KPIs.
• Evaluate the effectiveness of Transaction Quality (TQ) interventions.
• Strengthen Quality management processes and frameworks to enhance quality delivery.
• Accurately capture SLA/SLO metrics and the reporting needs of all clients, setting up/customizing processes to seamlessly meet client expectations.
• Generate and implement out-of-the-box ideas and Process Improvement initiatives within the account.
• Drive Process control & Compliance, in addition to managing audit requirements.
• Ensure that huddle, feedback, and refresher processes are in place and are followed efficiently.
• Support the Quality and Compliance teams in performing COPC, FMEA, PFCU, and other audits and follow-ups based on observations/misses highlighted.

Education

• Graduate / Postgraduate (any stream).

Interested candidates can mail their CV to [Confidential Information] or call at 8467054123.