Role & key Responsibilities: –
- Drive continuous improvement for Transaction Quality and Delivery
- Manage Call Quality & Client related KPI’s
- Evaluate effectiveness of TQ interventions
- Strengthen 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 expectations
- 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, refresher
- Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted
Key skills and knowledge: –
- Experience in managing a voice business is mandatory
- People Management skills
- Ability to drive initiatives to closure
- Ability to deal with all levels of employees
- Ability to provide leadership, direction and motivation to build high performing teams
- Analytical and Quantitative skills
- Excellent Communication skills
- Data Handling / data interpretation skills
- Good working knowledge of Transaction Quality systems, tools and technologies.
- Knowledge of Transitions, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively
- High 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 pressure
- Detail oriented with Strong organizational and Presentation skills
- Flexible to work in a 24X7 environment (night shifts and weekends basis scope)