Transactional Quality Manager / Quality Manager / T&TQ / / International BPO

Hiresquad Resources is looking for a highly analytical and experienced Transactional Quality Manager for an International Voice Process (US Process) based in Kolkata. If you're currently a Manager on papers in Quality within an International BPO and possess over 8 years of overall experience, you'll be instrumental in driving continuous improvement and managing quality KPIs for our client.

Role & Responsibilities

• Drive Continuous Improvement : Utilize an analytical mindset to drive continuous improvement for key Critical-to-Quality (CTQ) metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction), and FCR (First Contact Resolution).
• Manage Quality & Client KPIs : Manage Call Quality and client-related KPIs with analytical quantification, establishing clear correlations.
• Evaluate Interventions : Evaluate the effectiveness of Transaction Quality (TQ) interventions.
• Strengthen Quality Framework : Strengthen Quality management processes and frameworks to enhance overall quality delivery.
• Process Control & Compliance : Drive Process control and Compliance, in addition to managing audit requirements.
• Knowledge Consistency : Ensure knowledge consistency across teams through calibration sessions, quizzes, D-Sat scrubbing, and other methods.
• Stakeholder Communication : Interact and streamline channels of communication with other functions and clients.
• Floor Support & Training : Provide quality floor support, deliver feedback, conduct refreshers, and implement corrective training.
• Cross-Functional Support : Support cross-process and cross-location teams as needed.
• Audit Support : Support the Quality and Compliance teams in performing audits and follow-ups based on observations highlighted.

Preferred Candidate Profile

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

Skills Required

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