Hiresquad Resources is looking for a highly analytical and experienced Transactional Quality Manager for an International Voice Process (US Process) based in Kolkata. If you're currently a Manager on papers in Quality within an International BPO and possess over 8 years of overall experience, you'll be instrumental in driving continuous improvement and managing quality KPIs for our client.
Role & Responsibilities
- Drive Continuous Improvement: Utilize an analytical mindset to drive continuous improvement for key Critical-to-Quality (CTQ) metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction), and FCR (First Contact Resolution).
- Manage Quality & Client KPIs: Manage Call Quality and client-related KPIs with analytical quantification, establishing clear correlations.
- Evaluate Interventions: Evaluate the effectiveness of Transaction Quality (TQ) interventions.
- Strengthen Quality Framework: Strengthen Quality management processes and frameworks to enhance overall quality delivery.
- Process Control & Compliance: Drive Process control and Compliance, in addition to managing audit requirements.
- Knowledge Consistency: Ensure knowledge consistency across teams through calibration sessions, quizzes, D-Sat scrubbing, and other methods.
- Stakeholder Communication: Interact and streamline channels of communication with other functions and clients.
- Floor Support & Training: Provide quality floor support, deliver feedback, conduct refreshers, and implement corrective training.
- Cross-Functional Support: Support cross-process and cross-location teams as needed.
- Audit Support: Support the Quality and Compliance teams in performing audits and follow-ups based on observations highlighted.
Preferred Candidate Profile
- Education: Graduate in any discipline.
- Certification:Green Belt Trained and Certified (mandatory).
- Technical Knowledge: Good knowledge about computers and proficient in MS Office.
- Communication: Excellent communication skills, both verbal and written.
- People Management: Good people management skills, with a high level of maturity in handling clients, stakeholders, peers, etc.
- Analytical & Quantitative Skills: Strong analytical and quantitative abilities; adept at data handling and data interpretation.
- Problem Solving: Process-oriented with strong planning, decision-making, and prioritization skills. Ability to meet deadlines and work under pressure in an unstructured environment.
- Industry Tools: Good working knowledge of T&TQ (Training & Transaction Quality) systems, tools, and technologies.
- Innovation: Ability to generate and implement out-of-the-box ideas and process improvement initiatives within the process.
- FMEA Experience: Experience in designing the FMEA (Failure Mode and Effects Analysis) framework in the existing organization or in the past.
- Adaptability: Flexible to work in a 24x7 environment, including night shifts and weekends, based on scope.
- Detail Orientation: Detail-oriented with strong organizational and presentation skills.
Interested candidates can mail their CV to [Confidential Information] or call at 8467054123.
