Role and Key Responsibilities:

• Drive continuous improvement for TQ and Delivery.
• Manage Call Quality & Client related KPI's.
• Evaluate effectiveness of TQ interventions.
• Strengthen Training & Quality management processes / framework to improve quality of 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 Process control & Compliance in addition to managing the Audit requirements.
• Ensure knowledge consistency through calibration, quizzes, D-Sat scrubbing etc.
• Interact and streamline channels of communication with other Functions and Clients.
• Provide quality floor support, feedback, refresher and corrective training
• Support cross process / location teams.
• Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.
• Minimum one year as Quality Manager in International Transaction Monitoring process is mandatory

Key Skills and knowledge:

• Knowledge about computers & MS Office.
• Excellent communication skills.
• Good people management skills
• Analytical / Quantitative skills
• Maturity in handling customers and work in a multi culture process environment
• Data Handling / data interpretation
• Good working knowledge of T&TQ (Training & Transaction Quality) systems, tools and technologies.
• 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 in an unstructured environment
• Detail oriented with Strong organizational and Presentation skills
• Flexible to work in a 24X7 environment (night shifts and weekends basis scope)
• Ability to generate and implement out of the box ideas and Process improvement initiatives in the process.
• Designed the FMEA framework in the existing organization or in the past