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 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 SLAs
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
• Support Quality and Compliance team to perform various audits and follow-ups based on the observations highlighted.

Key Skills and knowledge

• Good Training & Quality domain knowledge & Tool management
• Excellent communication skills in English (oral and written) with excellent comprehension ability
• Flexible to work in a 24X7 environment (night shifts and weekends basis scope)
• Detail oriented, Strong organizational skills and excellent presentation skills
• People Management skills and great ability to deal with all levels of employees - High level of maturity to handle people including but not limited to client and leadership
• Ability to drive initiatives to closure
• Ability to provide leadership, direction and motivation to build high performing teams
• Analytical / Quantitative skills
• Good working knowledge of Training &  Quality systems, tools and technologies Should be able to demonstrate that and train the existing QA & Training resources
• Should have a clear understanding of Transition, which is spread between the Handover, Start-up, Manage and Exit phases to be able to manage Transaction Quality functions effectively
• Process oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet time-lines and work under pressure
• Candidates with role specific certification (Six Sigma Lean) preferred.

Qualification: Graduate