 Ability to handle pressure and a natural go getter  Excellent hands-on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to internal customers  Drive process performance to achieve and exceed SLA deliverable.  To create a conducive and stimulating environment for the teams to accomplish their goals  Manage expectations of team members and proactively should sense their needs  Should come with innovative ideas for process betterment  Ability to drive process, performance, and transformation  Able to guide the team by implementing best practices and always lead-by-example

Role and Responsibilities:

 The person would be responsible for end-to-end delivery and client interactions  End to end ownership of all contractual qualitative deliverable across multiple programs  Ownership for Quality – delivery of the process, works closely with the other functional areas like Program Management, Operation, Training, HR, WFM to ensure smooth operation & service delivery which ranges from client set Qualitative KPI’s  Identifying process issues and taking corrective action, team mentoring, distributing responsibilities among QTL / QA  Client interaction across multiple programs (daily/weekly/monthly reviews etc.)  Should have handled client interaction (on calls or in person)  Excellent communication skills  The candidate should also have excellent problem-solving capabilities and lateral thinking skills  Closely monitoring daily productivity against the defined Service Level standards  Perform regular audit checks on client defined compliance requirements  Coach & monitor QA/ Team leads in day-to-day operations & people handling  Analyze and generate reports for team performance on processes  Presentation skills are mandatory  Develop a continuous learning process for the team  Review /audit transactions performed by team leads  Supervise and support team members to ensure that delivery is consistent with or exceeds client’s quality service standard Candidates Specifications

Qualification: – Graduate Graduation Mandatory 8 to 10 years exp. in BPO Sector Must have 2 to 3 Yrs. of QAM Experience

Job Types: Full-time, Regular / Permanent

Salary: ₹300,000.00 – ₹400,000.00 per year

Benefits:

• Life insurance

Schedule:

• Rotational shift

Supplemental pay types:

• Performance bonus

COVID-19 considerations:
VACCINE

Ability to commute/relocate:

• Kolkata – 700156, West Bengal: Reliably commute or planning to relocate before starting work (Required)

Experience:

• total work: 8 years (Preferred)