Transactional Quality Manager / / Domestic Banking / / BPO

Hiresquad Resources is looking for an experienced Transactional Quality Manager for a Domestic Banking Process . If you are currently a Manager Quality or a tenured Deputy Manager on paper within a BPO's domestic banking process, with over 8 years of overall experience, you'll be instrumental in leading quality initiatives and driving continuous improvement.

Role & Responsibilities

As the primary point of contact between QA teams, Operations, and clients, your responsibilities will include, but are not limited to, the following :

• Lead, manage, motivate, and mentor a team of Quality Analysts.
• Drive consistency to ensure strong quality performance and alignment across all programs.
• Deliver process as well as agent-level insights to continuously improve and deliver outstanding customer experience across the program.
• Work alongside Operations and the hiring team to provide onboarding, coaching, remediation, training, and development for Quality Analysts and QA Leads.
• Implement and drive the QA process and structure.
• Identify possible issues and trends and provide actionable insights while communicating them to relevant stakeholders.
• Implement initiatives and projects to counteract any possible trends and drive business KPIs.
• Aggregate audit findings and analyze gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience, and drive higher efficiency.
• Analyze quality and performance trends to provide recommendations for program improvement.
• Responsible for the delivery of vendor quality metrics at management reviews.

Qualifications

Skills & Knowledge

Interested candidates can mail their CV to [HIDDEN TEXT] or call at 8467054123.

Skills Required

International Voice, Quality Management, Stakeholder Engagement, Auditing, Ms Office, Banking Process