?Senior Manager – Quality (International Banking/FinTech Voice Process)

?Key Responsibilities:

- Lead the Quality function for International Banking/FinTech Voice Operations .
- Drive Quality Assurance, Compliance, CSAT, and Process Improvement initiatives.
- Conduct RCA, Quality Analytics, Calibration, and Governance Reviews .
- Collaborate with Operations, Training, and Process Excellence teams.
- Lead and mentor Quality Managers, Team Leads, and QA teams .
- Monitor QA Scores, CSAT, FCR, AHT, Compliance, and Audit Metrics .
- Drive Automation and Continuous Improvement initiatives.

?Key Requirements:

- 10–15 years of overall experience with 5+ years in Quality Leadership .
- Mandatory experience in International Banking/FinTech Voice Process .
- Solid knowledge of COPC, Lean Six Sigma, RCA, Quality Analytics, and Process Excellence .
- Excellent Stakeholder Management, Client Handling, and People Leadership skills.
- Proficiency in MS Excel, Power BI, and MIS Reporting .

📌 Senior Manager- Quality Operations (Gurugram)
🏢 Impetus Career Consultants
📍 Gurugram