Location: Hyderabad
Experience: 10+ Years
CTC: A decent hike on last ctc ( Max Up to 15 LPA )
Qualification: Graduation Mandatory
Interview Mode : Virtual
Job Description
We are looking for an experienced Quality Manager with robust expertise in Banking BPO operations, Transaction Quality, Training Quality (T&TQ;), Quality Governance and Process Improvement.
Key Responsibilities
- Manage the overall Quality function and ensure achievement of internal and client-defined KPIs, SLAs and quality targets.
- Lead Transaction Quality and Training Quality (T&TQ;) operations.
- Drive quality governance, calibrations, audits, compliance and quality reviews.
- Lead Lean Six Sigma / DMAIC projects to improve FCR, CSAT, NPS and overall customer experience.
- Identify process gaps and implement corrective and preventive action plans.
- Manage client interactions, governance meetings, business reviews and escalations.
- Collaborate with Operations, Training, Compliance and WFM teams.
- Lead,
mentor and develop Quality teams while driving employee engagement and retention.
- Prepare quality dashboards, MIS reports and presentations for senior management and clients.
Mandatory Skills & Requirements
- 10+ years of experience in Quality Management within the BPO industry.
- Strong Banking / Financial Services domain experience.
- Hands-on experience in Transaction Quality & Training Quality (T&TQ;).
- Strong knowledge of Lean Six Sigma / DMAIC methodologies.
- Experience in Quality Governance, Audits, Compliance and Client Management.
- Proven experience in managing large Quality teams.
- Excellent analytical, communication and presentation skills.
- Advanced MS Excel and PowerPoint skills.