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Am/dm Quality

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  • Miscellaneous
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Job Details

Roles & Responsibilities-Drive continuous improvement for Transaction Quality and DeliveryManage Call Quality & Client related KPI'sEvaluate effectiveness of TQ interventionsStrengthen Quality management processes / framework to improve quality deliveryAccurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectationAbility to get out of the box ideas and Process improvement initiatives in the process.Should drive Process control & Compliance in addition to managing Audit requirementsProvide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires Provide quality floor support, feedback, refresherFacilitate Quality and Compliance team to perform various audits and follow ups based on observations highlightedEssential Skills / Expertise required-People 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 Skills / Quantitative skillsExcellent Communication skills Data Handling / data interpretationNeeds to have good working knowledge of Transaction Quality systems, tools and technologies.Should have understanding of Transition, 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, Strong organizational skills, Presentation skillsFlexible to work in 24X7 environment (night shifts and weekends basis scope)Relevant Experience of 4+Yrs
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 4-9


Any Process - Both BPO Type | Shift Supervision | Technical Process
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