Quality Team Leader / / QTL / / International BPO / / Voice Process
ConfidentialBengaluru / Bangalore30+ days ago
Job descriptionDrive continuous improvement for Transaction Quality and overall Delivery. Manage claim Quality & Client related KPIs . Evaluate the effectiveness of Transaction Quality (TQ) interventions. Strengthen Quality management processes and frameworks to enhance quality delivery. Accurately capture SLA / SLO metrics and the reporting needs of all clients, setting up / customizing processes to seamlessly meet client expectations. Generate and implement out-of-the-box ideas and Process Improvement initiatives within the account. Drive Process control & Compliance, in addition to managing audit requirements. Ensure that huddle, feedback, and refresher processes are in place and are followed efficiently. Support the Quality and Compliance teams in performing COPC, FMEA, PFCU , and other audits and follow-ups based on observations / misses highlighted. Graduate / Postgraduate (any stream).
Hiresquad Resources is looking for an experienced Quality Team Leader / / QTL / / International BPO / / Voice Process , ready to step into a Supervisor Quality / Quality Team Leader role within a leading BPO's International Voice Process. If you have a solid background in quality leadership within the international voice domain, a deep understanding of quality matrices, and experience with 7 QC tools, we invite you to drive continuous improvement and ensure exceptional service delivery.
Experience Requirements
- Minimum 1 year of experience as a Quality Lead , with an overall 5+ years of experience in the BPO sector.
- Must have experience in an International Voice Process.
- Must be a Quality Team Leader (QTL) on papers.
- Experience handling a team of Quality Analysts.
- Strong experience working with QUALITY Matrices .
- Excellent transactional quality domain knowledge.
- Good working knowledge of TTQ (Training, Transaction Quality) systems, tools, and technologies .
- Proven knowledge of analyzing, driving improvement, and innovation.
- Worked on 7 QC tools .
Roles & Responsibilities
Education
Interested candidates can mail their CV to [HIDDEN TEXT] or call at 8467054123.
Skills Required
Quality Assurance, International Voice, training systems, Auditing, Service Delivery, Performance Improvement
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Quality • Bengaluru / Bangalore
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