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 & Responsibilities
As 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 robust 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.
Qualifications
- Experience: 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 & Knowledge
- Communication: Excellent communication and interpersonal skills.
- MS Office: Excellent MS Office ski