Transactional Quality Manager International BPO

Job Description

Job Description: Transaction Quality Manager – Content Moderation

Job Title: Transaction Quality Manager
Process: Content Moderation (International BPO)
Industry: BPO / Customer Experience / Quality Assurance
Location: Bangalore
Interview Mode: Virtual

Job Summary

A leading international BPO is hiring an experienced Transaction Quality Manager for its Content Moderation process. The ideal candidate must currently hold a Quality Manager designation in an international BPO and possess strong experience in Content Moderation and Customer Service quality operations.

The role is responsible for driving transaction quality, managing client KPIs, improving quality frameworks, leading training initiatives, ensuring compliance, and managing overall quality delivery.

Eligibility
Education
Graduate in any discipline (preferred)
Experience
Minimum 8+ years of overall experience in the BPO industry.
Must currently be a Quality Manager on company records.
Mandatory experience in:
International BPO
Content Moderation
Customer Service
Transaction Quality Management
Preferred Certification
Lean Six Sigma Green Belt Certification (preferred)
Key Responsibilities
Transaction Quality Management
Drive continuous improvement in transaction quality and delivery.
Monitor and improve client quality KPIs.
Evaluate the effectiveness of quality interventions.
Strengthen quality management frameworks and processes.
Capture and report SLA/SLO metrics accurately.
Customize quality processes based on client requirements.
Training & Development
Deliver floor refresher training and coaching sessions.
Improve first-pass success rates for new hire batches.
Mentor and develop internal training talent.
Provide structured quality feedback to operations teams.
Compliance & Audit
Ensure process compliance with organizational standards.
Support internal and external audit activities.
Monitor process controls and corrective actions.
Performance Management
Analyze quality trends and identify improvement opportunities.
Drive initiatives to improve throughput and service quality.
Collaborate with cross-functional teams and multiple locations.
Stakeholder Management
Work closely with clients and internal leadership.
Support transition phases including:
Handover
Startup
Managed Operations
Exit
Required Skills
People management and leadership.
Strong analytical and quantitative skills.
Data analysis and interpretation.
Excellent communication and presentation skills.
Client stakeholder management.
Quality systems and process management.
Decision-making and planning.
Strong organizational skills.
Ability to prioritize and meet deadlines.
Process improvement mindset.
Flexibility to work in a 24×7 environment, including night shifts and weekends.
Preferred Competencies
Transaction Quality Management
Content Moderation Quality
Customer Service Quality
SLA & SLO Management
Process Audits
Compliance Management
Training & Coaching
Continuous Improvement
Six Sigma Green Belt
Transition Management
Work Environment
24×7 operational environment.
Night shifts and weekend support based on business requirements.
Contact Details

Phone: 8467054123