Role and key responsibilities:

• Drive continuous improvement for Transaction Quality and Delivery
• Manage Transaction Quality & Client related Key Performance Indicators (KPIs)
• Evaluate effectiveness of transactional quality interventions
• Strengthen Quality management processes / framework to improve quality delivery
• Accurately capture SLA/SLO metrics, the reporting needs of 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 SLAs
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
• Provide quality floor support, feedback, refreshers etc. via the teams aligned
• Support the Quality and Compliance teams to perform various audits and follow-ups based on the observation highlighted.

Key Skills and knowledge: 

• . Experience in customer care(voice) for a Sales Process (preferably bfsi sales)
• People Management skills
• Data structuring and churning ability
• Basic knowledge of Six Sigma and statistical tools will be an added advantage
• 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  and Quantitative skills
• Excellent Communication and articulation skills
• Data Handling / data interpretation skills / data visualization skills
• 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 with  Strong organizational and Presentation skills
• Flexible to work in a 24X7 environment (Night shifts & weekends based on scope)
• Relevant Experience of 6 – 7 Years

  Educational qualification: Graduation