Transactional Quality ManagerInternational BPO

Job Description

Leading BPO in BANGALOREHiring for Transactional Quality ManagerContent Moderation ProcessMust be a Manager Quality On papers in an International BPOExperience in Content Moderation
Customer Service is MandatoryOver All Experience 8
YearsMode of Interview
VirtualInterested candidates can mail their cv at
HIDDEN TEXT
or call at 8467054123Role
responsibilitiesDrive continuous improvement for Transaction Quality and DeliveryTrained
Certified in Green BeltManage Call Quality
Client related KPIsEvaluate effectiveness of TQ interventionsStrengthen Quality management processes
framework to improve quality deliveryAccurately capture SLA
SLO metrics
the reporting needs of all clients and set up
customize processes to seamlessly meet clients expectationDrive continuous improvement for TQ and DeliveryManage Call Quality
Client related KPIsEvaluate effectiveness of TQ interventionsStrengthen Quality management processes
framework to improve quality deliveryAccurately capture SLA
SLO metrics
the reporting needs of all clients and set up
customize processes to seamlessly meet the clients expectationsDrive and maintain high throughputs in New hire batches and ensure higher first pass with every batchResponsible to manage and deliver regular training interventions on the floor and measure the success of floor refreshers
Drive Process control
Compliance in addition to managing the Audit requirementsProvide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hiresEnsure uniform quality of training being delivered by all training teams in line with the client requirementProvide quality floor support
feedback
refresher and corrective trainingGroom and develop training talent in
houseSupport cross process
location teamsSupport the Quality and Compliance teams to perform audits and follow ups based on observations highlighted
Preferred candidate profilePeople Management skillsAbility to drive initiatives to closureAbility to deal with all levels of employeesAbility to provide leadership
direction and motivation to build high performing teamsAnalytical and Quantitative skillsExcellent Communication skillsData Handling
data interpretation skillsGood working knowledge of Transaction Quality systems
tools and technologies
Should understand Transitions
which is spread between the Handover
Startup
Manage and Exit phases to be able to manage Transaction Quality functions effectivelyHigh level of maturity to handle people including but not limited to client
stake holders
peers etc
Process Oriented
Planning
Decision making
Data Handling
Ability to prioritize
Ability to meet deadlines and work under pressureDetail oriented with Strong organizational and Presentation skillsFlexible to work in 24X7 environment
night shifts and weekends basis scope
Education
Graduate in any discipline desirableShould have 8
years of Overall experience
Interested candidates can mail their cv at
HIDDEN TEXT
or call at 8467054123