Manager - Transactional Quality - Telecom

Lakshya Recruitment Solutions Private Limited
  • Noida
  • 10-12 lakh
  • 7-12 years
  • Views
  • 17 Oct 2016

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Key Responsibilities
Drive continuous improvement for Transaction Quality and Delivery
Certified in Green Belt
Manage Call Quality & Client related KPI's
Evaluate effectiveness of TQ interventions
Strengthen Quality management processes / framework to improve quality delivery
Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectation
Ability to get out of the box ideas and Process improvement initiatives in the process.
Should drive Process control & Compliance in addition to managing Audit requirements
Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
Provide quality floor support, feedback, refresher
Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted

Desired Skills
People Management skills
Ability to drive initiatives to closure
Ability to deal with all levels of employees
Ability to provide leadership, direction and motivation to build high performing teams
Analytical Skills / Quantitative skills
Excellent Communication skills
Data Handling / data interpretation
Needs to have good working knowledge of Transaction Quality systems, tools and technologies.
Should have understanding of Transition, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively
High level of maturity to handle people including but not limited to client, stake holders, peers etc.
Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure
Detail oriented, Strong organizational skills, Presentation skills
Flexible to work in 24X7 environment (night shifts and weekends basis scope)
Total Experience of 6-8 Yrs (Relevant Experience of 4 6 Yrs)


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