Designation: Quality Manager

Experience: 8 to 12 years of experience.

Greetings from Spes,

We are a leading recruitment consultancy dedicated to connecting talented individuals with exceptional job opportunities. With our extensive experience and industry expertise of 13 years, we strive to deliver tailored recruitment solutions that meet the unique needs of both candidates and employers.

Hiring company is a technology-enabled global business services company specializing in customer engagement and improving business performance.

Roles & Responsibilities:

• Drive continuous improvement for Transaction Quality and Delivery
• Trained /Certified Green Belt preferable
• 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 each of the client and set up / customize processes to seamlessly meet client’s expectation
• Ability to get out of the box ideas and Process improvement initiatives in the process.
• Should drive Process control & Compliance in addition to managing Audit requirements
• Provide quality floor support, feedback, refresher
• Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted.

Required skills:

• Experience in managing customer care(voice) or Sales for BFSI related business
• People Management skills
• Knowledge of statistical tools will be an added advantage
• Data structuring and churning ability
• Basics knowledge of Six Sigma
• Ability to drive initiatives and projects to closure
• Ability to deal with employees at all levels of hierarchy
• Ability to provide leadership, direction and motivation to build high performing teams
• Analytical Skills / Quantitative skills
• Excellent Communication and articulation skills
• Data Handling / data interpretation skills / data visualization skills
• Needs to have good working knowledge of Transaction Quality systems, tools and technologies.
• Should understand Transition from startup to BAU/Hand over phase
• Process Oriented, Planning, Decision making, Ability to prioritize, Ability to meet deadlines and work under pressure
• Detail oriented, Strong organizational skills, Presentation skills
• Flexible to work in 24X7 environment (Night shifts & weekends based on scope)
• Relevant Experience of 4 – 5 Years.

Education:

• Graduate in any discipline