Manager - Quality - B'lore

Designation: Manager - Quality Work Location: Banaglore (WFO) Process : International Experience: 7-14 years (Min.4 - 5years as a Quality Manager) Shift Timings: 24X7 environment (Night shifts & weekends based on scope) Working Days: 5 days Transport Availability: Yes Education : Graduate Role and Key Responsibilities: Drive continuous improvement for Transaction Quality and Delivery Manage Call Quality & Client related KPIs Evaluate effectiveness of TQ interventions Strengthen Quality management processes / framework to improve quality delivery Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet clients expectations Generate and implement out of the box ideas and Process improvement initiatives in the process. Drive Process control & Compliance in addition to managing the audit requirements Provide quality floor support, feedback and refreshers Support the Quality and Compliance teams to perform v...