Specialist - QA/QC - Brokerage Domain - BPO

The candidate would be responsible for managing a team of up to 25 Quality Auditors who will be responsible for auditing complex transactions processed by business in the brokerage domain.

Key Responsibilities:

- Manage services delivery as per the set service level agreements.

- Ensure all quality reports are accurately produced and published on time.

- Drive accuracy improvement for processes managed.

- Presents logical analysis/observations from the performance/operational reports.

- Drive and consistently maintain rigor around operational discipline.

- Builds and maintains an excellent business relationship with the Internal and external partners.

- Effectively manage client priorities/escalations.

- Build in-depth RCAs for operations group.

- Conducts effective and regular 1-2-1 sessions with direct reports.

- Work with each associate to develop and act upon a development plan to ensure that each individual has an opportunity to achieve their performance goals.

- Promote teamwork and responsiveness of individuals in their areas of responsibility.

- Conducting effective Performance Appraisal meeting.

Requirement:

- Graduate from a recognized university.

- Minimum 7 - 8 years of Operations Experience

- Minimum 2 years of Team Leading experience and/or should have managed a team of at least 15

- Exposure to Brokerage Domain will be an added advantage.

- Willingness to work in night shifts.

- Knowledge of Six-Sigma will be an added advantage.

- Good communication skills both written and oral.