Role and Key Responsibilities:

• Manage Call Quality & Client related KPI's
• Evaluating effectiveness of TQ interventions
• Create and maximize relationships with client partners
• Strengthening 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
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
• 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 and refreshers
• Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement.
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust to meet changing requirements.
• Attend business reviews with the client.
• Handle a team of team leaders.

Key Skills and knowledge:

• Excellent communication skills, both written and verbal.  Ability to effectively present information to internal and external associates.
• Advanced Microsoft Office skills
• Demonstrated ability to lead the team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment
• Ability to interpret and analyze recruiting metrics and trends: retention, quality of hire, net throughput, etc.
• Demonstrated ability to mentor, coach and provide direction to team members 
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster a customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry.  Demonstrated business acumen
• Demonstrated talent with critical thinking; ability to comprehend, analyze, and interpret.
• Excellent attention to detail
• Ability to handle and maintain confidential information

Mandatory:

• Minimum 3 years of International Banking Experience
• Overall, 8+ years of relevant contact center experience and from a quality background

Educational qualification: Graduate