01Overview
Hiresquad Resources is looking for an experienced Transactional Quality Manager for a Domestic Banking Process . If you are currently a Manager Quality or a tenured Deputy Manager on paper within a BPO's domestic banking process, with over 8 years of overall experience, you'll be instrumental in leading quality initiatives and driving continuous improvement.
Role & ResponsibilitiesAs the primary point of contact between QA teams, Operations, and clients, your responsibilities will include, but are not limited to, the following:
Lead, manage, motivate, and mentor a team of Quality Analysts.Drive consistency to ensure strong quality performance and alignment across all programs.Deliver process as well as agent-level insights to continuously improve and deliver outstanding customer experience across the program.Work alongside Operations and the hiring team to provide onboarding, coaching, remediation, training, and development for Quality Analysts and QA Leads.Implement and drive the QA process and structure.Identify possible issues and trends and provide actionable insights while communicating them to relevant stakeholders.Implement initiatives and projects to counteract any possible trends and drive business KPIs.Aggregate audit findings and analyze gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience, and drive higher efficiency.Analyze quality and performance trends to provide recommendations for program improvement.Responsible for the delivery of vendor quality metrics at management reviews.QualificationsExperience: Overall 8+ years of experience in the BPO sector.Current Role: Must be currently working as a Manager Quality or a tenured Deputy Manager on papers in a BPO in a Domestic Banking process.Location: Must be a local candidate for Chennai.Skills & KnowledgeCommunication: Excellent communication and interpersonal skills.MS Office: Excellent MS Office skills (presentation and Excel).FMEA: Should have good knowledge of FMEA (Failure Mode and Effects Analysis) identification and mitigation of vulnerabilities.Quality & Analytical Tools: Excellent knowledge of Quality and Analytical tools.Qualitative Concepts: Should be well versed with Qualitative concepts.Process Improvement: Should have worked on process improvement projects driving Customer Experience, Process Improvements, and Profitability.Interested candidates can mail their CV to [HIDDEN TEXT] or call at 8467054123. .
