Transactional Quality Manager/International Banking Voice Process
Position: Transactional Quality Manager//International Banking Voice Process
Leading BPO in Bangalore
Hiring for Transactional Quality Manager
International Banking Voice Process
Must be a Manager Quality or Tenured Deputy Manager On papers in an International BPO
Over All Experience 8+ Years
CTC UPTO 17
LPA
Experience in Banking is Mandatory
Mode of Interview
- Virtual
Interested candidates can mail their cv at or call at
Role & responsibilities
Drive continuous improvement for Transaction Quality and Delivery
Trained /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 all clients and set up / customize processes to seamlessly meet client's expectation
Drive continuous improvement for TQ and Delivery
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 all clients and set up / customize processes to seamlessly meet the client's expectations
Drive and maintain high through puts in New hire batches and ensure higher first pass with every batch
Responsible to manage and deliver regular training interventions on the floor and measure the success of floor refreshers.
Drive Process control & Compliance in addition to managing the Audit requirements
Provide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires
Ensure uniform quality of training being delivered by all training teams in line with the client requirement
Provide quality floor support, feedback, refresher and corrective training
Groom and develop training talent in-house
Support cross process / location teams
Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.
Preferred candidate profile
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 and Quantitative skills
Excellent Communication skills
Data Handling / data interpretation skills
Good working knowledge of Transaction Quality systems, tools and technologies.
Should understand Transitions, 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 with Strong organizational and Presentation skills
Flexible to work in 24X7 environment (night shifts and weekends basis scope)
Education : Graduate in any discipline desirable
Should have 8+ years of Overall experience.
Interested candidates can mail their cv at or call at