Senior Manager - Transactional Quality

11+ years of industry experience in Quality & Training domains in contact center customer service domain.
Experience in banking domain is preferred.
Exposure to different improvement frameworks like six sigma, lean. Six Sigma Black Belt certification is preferred knowing the Global scale and impact of the role.
Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
Strong client-facing skills with excellent communication, negotiation and conflict management skills.
Strong Process Knowledge and Compliance to Multiple Audit procedures.
Thorough knowledge of MS office tools like Power point & excel are critical for the job
Experience in implementing innovative solutions and driving technologies, automation.
Analytical acumen and the ability to streamline complex processes. Essential Job Elements:
Lead TQ support for a new strategic offering, training and quality as a Service for our clients.
Provide Training and quality support, development of metrics and dashboards in line with customer requirements.
Ability to lead a team, coordinate with other locations and drive standardized practices.
Should meet and exceed client metrics: external & internal quality metrics should be consistently green.
Strengthen quality & training management processes/framework to improve delivery & performance.
Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation.
Drive continuous improvement program across processes.
Analysis of utilization, efficiency and available data for the process.
Undertake detailed process improvement studies and up skills the team members
Ability to get out of the box ideas and Process Improvement Initiatives in the process
Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options.
Should drive Process Control & Compliance in addition to managing Audit requirements.
Innovate new ways of learning and help drive adoption of Tech infused learning solutions.
Lead Governance & performance reviews for areas driven by T&Q team.
Mentor Green Belt/Yellow Belt projects.