Group Manager - Quality

Job Description:

• Drive continuous improvement for Transaction Quality and Delivery

• Manage Transaction Quality & Client related Key Performance Indicators (KPIs)

• Evaluate effectiveness of transactional quality interventions

• Strengthen Quality management processes / framework to improve quality delivery

• Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectations

• Ability to get out of the box ideas and Process improvement initiatives in the process

• Should drive Process control & Compliance in addition to managing Audit SLAs

• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires

• Provide quality floor support, feedback, refreshers etc. via the teams aligned

• Facilitate Quality and Compliance team to perform various audits and follow-ups based on the observations

Qualifications:

• Total Experience of 6 – 8 Yrs. (Relevant Experience of 4 – 6 Yrs.)

• Effective People Management skills to be able to drive teams across LOBs and/or Geographies

• Ability to drive initiatives to closure

• Ability to deal with all levels of employees and to provide leadership, direction and motivation to build high performing teams

• Analytical Skills / Quantitative skills with excellent data handling / data interpretation skills

• Excellent Communication skills – Both verbal and written to manage client and leadership communication

• Needs to have good working knowledge of Transaction Quality systems, tools and technologies

• 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

• Detail oriented, Strong organizational skills and Presentation skills

• Flexible with shift schedule and 100% onsite work set up

• Open to relocate in Iloilo City