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 an International banking 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)