Deputy Manager - Transactional Quality Management - BPO

Job Responsibilities:

- Ensure timely and effective Transactional Quality Management for all new and existing processes

- Drive SLA adherence / Customer CTQ - ensuring all parameters are met and corrective and preventive actions are taken

- Drive VOC actionable across the team and maintain/improve the scores and drive inputs from VOC for improvements

- Manage teams and ensure quality and productivity targets are met.

- Root cause analysis on customer VOC

- Lead & be a part of YB/GB Projects.

- Daily/Weekly work allocation to team members.

- Motivate team members and control attrition.

- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.

- Monitor and deliver on agreed service level metrics.

- Provide coaching and feedback to team members to enable them to improve their performance

Desired Profile:

- Minimum 7-8 years of total experience out of which minimum 4 years of experience into Transactional Quality Management in BPO's.

- Should be Green Belt certified.

- Knowledge of the Quality function, process and Tools.

- Good written and verbal communication, proficiency in English language