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Job Description
Structured overview of role & requirementsAbout This Role
Drive continuous improvement initiatives specifically targeting transactional quality (TQ) and delivery performance.
Manage call quality and client-related KPIs while ensuring SLA/SLO metrics are accurately captured and reported to client expectations.
Oversee process control, compliance, audit requirements, and quality management frameworks across multiple teams and locations.
Minimum Requirements
Graduation degree required.
Experience in managing call quality and client KPIs or quality assurance in a multi-cultural, process-driven environment - Work Experience Required: Not explicitly mentioned in the JD.
Knowledge of Training & Transaction Quality (T&TQ) systems and tools.
Flexibility to work in 24x7 environment including night shifts and weekends as per project scope.
Ideal Candidate Profile
Comfortable working under pressure in unstructured environments with strong process orientation and decision-making ability.
Capable of handling multi-stakeholder interactions including clients, peers, and internal teams with maturity and good people management skills.
Experienced in designing or implementing quality improvement frameworks such as FMEA and driving process improvement initiatives.