Role and Key Responsibilities:
- Drive continuous improvement for Transaction Quality and Delivery
- Manage Transaction Quality & Client related Key Performance Indicators (KPIs)
- Evaluate effectiveness of transactional quality 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 SLAs
- Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
- Support Quality and Compliance team to perform various audits and follow-ups based on the observations highlighted.
Key Skills and knowledge
- Good Training & Quality domain knowledge & Tool management
- Excellent communication skills in English (oral and written) with excellent comprehension ability
- Flexible to work in a 24X7 environment (night shifts and weekends basis scope)
- Detail oriented, Strong organizational skills and excellent presentation skills
- People Management skills and great ability to deal with all levels of employees – High level of maturity to handle people including but not limited to client and leadership
- Ability to drive initiatives to closure
- Ability to provide leadership, direction and motivation to build high performing teams
- Analytical / Quantitative skills
- Good working knowledge of Training & Quality systems, tools and technologies Should be able to demonstrate that and train the existing QA & Training resources
- Should have a clear understanding of Transition, which is spread between the Handover, Start-up, Manage and Exit phases to be able to manage Transaction Quality functions effectively
- Process oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet time-lines and work under pressure
- Candidates with role specific certification (Six Sigma Lean) preferred.
Qualification: Graduate