Role & responsibilities

• Drive continuous improvement for Transaction Quality and Delivery
• Manage Call Quality & related KPIs.
• Evaluate effectiveness of TQ interventions
• Strengthen Quality management processes / framework to improve quality delivery.
• 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 crisp and specific feedback to Front Line Recruitment Teams on quality of new hires.
• Provide quality floor support, feedback and refreshers.
• Support Quality and Compliance teams to perform various audits and follow ups based on observations highlighted.
• Deliver product and process training for NHT batches
• 1+ Year expertise as a trainer
• Design training curriculum using inputs from other teams.
• Keep up to date with product / process knowledge.
• Accountability for 0 90 days batch performance.
• Conduct PKT and process refreshers on the floor.
• Bridge gaps in product, process, language, comprehension, and cultural aspects of the LOB
• Work closely with OPS and Quality teams to design and execute action plans
• Responsible to manage the training throughput and performance
• Create, manage and update the training content for respective LOB’s on different tools
• Manage/create process SOPs and training refreshers
• Manage training MIS for new hire batches and other training related work

Preferred candidate profile

• People Management skills
• Ability to drive initiatives to closure.
• Experience in preparing TNI & TNA
• Ability to deal with all levels of employees.
• Ability to provide leadership, direction and motivation to build high performing teams.
• Analytical / Quantitative skills
• Excellent Communication skills
• Data Handling / data interpretation skills
• 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 and work under pressure.
• Detail oriented with Strong organizational and Presentation skills