Manager / Sr Manager - Transactional Quality ( Travel)

Position: Manager / Sr Manager – Transactional Quality
Location: Gurgaon
Employment type: Permanent
Job type: Full time

Designation : Manager/ Sr. Manager Quality – Transactional Quality ( Travel Process)
Job objective
Manager/Sr. Manager Quality will be responsible for Transaction and Strategic Quality. Improving process Quality by evaluating effectiveness and methodologies being used, C-SAT, NPS, effective client and stakeholder management.

Job Responsibilities
Manage multiple clients across different time zones
Reviews performance as per internal and client governance structure, sets up internal governance where required and missing to deliver on business goals
Be an enabler - Coordinate with other functions to deliver on Quality related metrics, be able to overcome initial hurdles to execute seamless delivery
Provide feedback and inputs to the team for development as well as SLA delivery
Lead and coach the team on process knowledge and Team Management
Be able to call out the risks in case of changes/updates to existing process/ acquisition of new ones
Be able to overcome initial hurdles and strike a rapport with stakeholders to drive change management
Should be trained on Quality related tools and be able to use techniques.
Be able to articulate accomplishments and challenges during client and internal meetings
Be able to steer/guide the team members to deliver on their daily/weekly/monthly goals
Be structured and data driven in his/her approach of identifying issues timely and initiating performance improvement
Proactive approach when dealing with potential bottlenecks and issues impacting the Quality output
Should be willing to work in shifts and on days off and weekend, if needed, due to internal/client deliverables
Should be able to independently handle grievances (team/other supporting functions) and seek support in case of escalations

Skill Requirements
Proven ability to build, manage and foster a team-oriented environment.
Proven ability to work creatively and analytically in a problem-solving environment.
Excellent communication (written and verbal) and interpersonal skills.
Excellent leadership and management skills.
Client engagement and interface exposure a must.

Relevant Experience and Education
UG - Any Graduate - Any Specialization
Over 10+ years of experience BPO Industry managing Transaction Quality, candidate must have experience handling travel process.
Mandatory BB Certification required.

Interested candidates are requested to please provide an updated resume at Lipi.Jhingran@igtsolutions.com

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