Role and Key Responsibilities:

• Drive continuous improvement for Transaction Quality 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 client's expectations
• Generate and implement out of the box ideas and Process improvement initiatives in the process.
• Drive Process control & Compliance in addition to managing the Audit requirements
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
• Provide quality floor support, feedback, refresher
• Support the Quality and Compliance teams to perform various audits and follow ups based on observations
• Develop and implement training programs for employees.
• Work with various teams to identify training needs and develop training materials.
• Design and deliver training programs for new hires and existing employees.
• Monitor the effectiveness of training programs and make recommendations for improvements.
• Conduct regular training needs assessments and adjust training programs accordingly.
• Evaluate the effectiveness of quality assurance measures and make recommendations for improvements.
• Develop and implement policies and procedures to ensure compliance with industry regulations.
• Collaborate with senior leadership to identify strategic opportunities for training and quality initiatives.
• Analyze training and quality data to identify trends and make data-driven recommendations.
• Develop and maintain relationships with internal and external Stakeholders vendors to support training initiatives.
• Ensure that all training initiatives align with the organization's overall strategy and goals.

Key Skills and knowledge:

• Must be a Graduate
• People Management skills
• Knowledge of industry regulations and compliance requirements.
• Ability to work independently and as part of a team.
• Ability to provide leadership, direction and motivation to build high performing teams
• Analytical and Quantitative skills
• Excellent Communication skills and presentation skills.
• Data Handling / data interpretation skills
• Good working knowledge of Transaction Quality systems, tools and technologies.
• Understand Transitions, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively
• Experience in training management.
• 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 a 24X7 environment (night shifts and weekends basis scope)

Educational qualification: 

Graduation