Transactional Quality Manager - International BPO

Leading BPO in BANGALORE. Hiring for Transactional Quality Manager. Content Moderation Process.

Must be a Manager Quality On papers in an International BPO. Experience in Content Moderation/Customer Service is Mandatory. Over All Experience 8+ Years. Mode of Interview-Virtual.

Role & responsibilities

- Drive continuous improvement for Transaction Quality and Delivery.

- Trained /Certified in Green Belt.

- 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 expectation.

- Drive continuous improvement for TQ 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 the client's expectations.

- Drive and maintain high throughputs in New hire batches and ensure higher first pass with every batch.

- Responsible 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 requirements.

- Provide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires.

- Ensure uniform quality of training being delivered by all training teams in line with the client requirement.

- Provide quality floor support, feedback, refresher and corrective training.

- Groom and develop training talent in-house.

- Support cross process / location teams.

- Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.

Preferred candidate profile

- 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.

- Should understand 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 24X7 environment (night shifts and weekends basis scope).

Education: Graduate/Postgraduate in any discipline desirable.

Should have 8+ years of Overall experience.