Quality Manager//Travel Process//GDS Mandatory//BPO
Location
Pune | India
Job description
Leading BPO in PUNE
Hiring for Transactional Quality Manager
Must be a Tenured Manager On papers in Quality(BPO)
Experience in Travel process with GDS is Mandatory
Over All Experience 10+ Years
CTC UPTO 17LPA
Mode of Interview- Virtual
Must have Experience in International Travel Voice Process
Interested candidates can mail their cv at [HIDDEN TEXT] or call at 8467054123
Role & responsibilities
- Drive continuous improvement for Transaction Quality and Delivery
- Trained /Certified in Green Belt
- Manage Call Quality & Client related KPI's
- 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 client's expectation
- Drive continuous improvement for TQ and Delivery
- Manage Call Quality & Client related KPI's
- 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 the client's expectations
- Drive and maintain high throughputs in New hire batches and ensure higher first pass with every batch
- Responsible to manage and deliver regular training interventions on the floor and measure the success of floor refreshers.
- Drive Process control & Compliance in addition to managing the Audit requirements
- Provide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires
- Ensure uniform quality of training being delivered by all training teams in line with the client requirement
- Provide quality floor support, feedback, refresher and corrective training
- Groom and develop training talent in-house
- Support cross process / location teams
- Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.
Preferred candidate profile
- People Management skills
- Ability to drive initiatives to closure
- Ability to deal with all levels of employees
- Ability to provide leadership, direction and motivation to build high performing teams
- Analytical and Quantitative skills
- Excellent Communication skills
- Data Handling / data interpretation skills
- Good working knowledge of Transaction Quality systems, tools and technologies.
- Should understand Transitions, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively
- 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 and work under pressure
- Detail oriented with Strong organizational and Presentation skills
- Flexible to work in 24X7 environment (night shifts and weekends basis scope)
- Education: Graduate in any discipline desirable
- Should have 10+ years of Overall experience.
Interested candidates can mail their cv at [HIDDEN TEXT] or call at 8467054123
Job tags
Salary
