01Overview
Job Opportunity: Transactional Quality Manager
Leading BPO Bangalore | International Banking Voice Process
Eligibility Criteria
- Must be a Manager Quality (on paper) in an International BPO
- 8+ years overall experience with strong exposure to International Customer Service Voice processes
- Certified/Trained in Green Belt preferred
- Mode of Interview: Virtual
Interested candidates can mail their CV to simmi@hiresquad.in Role & Responsibilities
- Drive continuous improvement in Transaction Quality and Delivery
- Manage Call Quality and client-related KPIs with precision
- Evaluate the effectiveness of TQ interventions and implement corrective measures
- Strengthen Quality Management frameworks to enhance delivery standards
- Accurately capture SLA/SLO metrics and customize processes to meet client expectations
- Ensure high throughput in New Hire batches with improved first-pass success rates
- Deliver training interventions and measure the impact of floor refreshers
- Drive Process Control & Compliance , including audit management
- Provide structured feedback to recruitment teams on new hire quality
- Ensure uniform quality of training across teams in line with client requirements
- Offer floor support, refresher sessions, and corrective training
- Groom and develop in-house training talent
- Collaborate with cross-process/location teams and support Quality & Compliance audits
Preferred Candidate Profile
- Strong People Management and leadership skills
- Ability to drive initiatives to closure and manage stakeholders at all levels
- Excellent analytical, quantitative, and data interpretation skills
- Proficiency in Transactional Quality systems, tools, and technologies
- Understanding of Transitions (Handover, Startup, Manage, Exit phases)
- High maturity to handle clients, peers, and stakeholders effectively
- Process-oriented with strong planning, decision-making, and prioritization skills
- Detail-oriented with excellent organizational and presentation abilities
- Flexible to work in a 24x7 workplace (including night shifts and weekends)
- Education: Graduate in any discipline (preferred)
Apply Now: Send your CV to simmi@hiresquad.in .
