Quality Manager

ROLE: Quality Manager DESIGNATION: Quality Manager LOCATION: Hyderabad  YEARS OF EXPERIENCE: Minimum 3 years of International Banking Experience 8+ years of relevant contact center experience and from a quality background                              Role and Key Responsibilities: • Manage Call Quality & Client related KPI's • Evaluating effectiveness of TQ interventions • Create and maximize relationships with client partners • Strengthening 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 • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching. • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner. • 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 the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement. • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust to meet changing requirements. • Attend business reviews with the client. • Handle a team of team leaders. Key Skills and knowledge: • Excellent communication skills, both written and verbal.  Ability to effectively present information to internal and external associates. • Advanced Microsoft Office skills • Demonstrated ability to lead the team in organizing and prioritizing projects in a fast- paced and deadline-oriented business environment • Ability to interpret and analyze recruiting metrics and trends: retention, quality of hire, net throughput, etc. • Demonstrated ability to mentor, coach and provide direction to team members • Demonstrated ability to take initiative and ownership with focus on continuous improvement • Demonstrated ability to foster a customer service disposition and sense of professionalism for self and team • Solid understanding of the organization's business operations and industry.  Demonstrated business acumen • Demonstrated talent with critical thinking; ability to comprehend, analyze, and interpret. • Excellent attention to detail • Ability to handle and maintain confidential information Mandatory: • Minimum 3 years of International Banking Experience • Overall, 8+ years of relevant contact center experience and from a quality background Educational qualification: Graduate Position /Designation Name:- Quality Manager I Comp Grade :- CL 8A Entity :- Daksh Work Day ID (Job positionJRF ID) :- R1693778 Number of Position:- 1 Client Name (Pesudo):-  Banking Ramp Concentrix Job Location:- Hyderabad Choose the relevant job function :- Operations Process Domestic or International :- International Process Diversity candidate Need :- Yes Experience :- 8+ AND 1+ AsManager Quality Credit Fraud Notice Period :- Immediate CTC :- 17 LPA Shift Timings :- UK Shift Working Days :- 5 Transport Availability :- No Cab Education :- Graduate Recruiter Name:- 8499940506 Recruiter Contact Num :- Sirisha Jonnada Recruiter Email Address :-