Manager – Transaction Quality – Financial & Accounting - Pune
Experience – 8+ years
Location – Pune
Lead a team of 8/10 Quality Analysts & Managers. (AM/DM)
Own business / operational metrics for operations shop, be gatekeeper of metrics.
Knowledge of Transactional Quality in F&A, GL, RTR Ect.
Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen].
Drive quality related activities, Calls / Back Office Calibrations with clients & internal team, FMEA, Risk & Compliance practices.
Facilitate sharing of best practices from within and outside the organization and implement them.
Driving VOC / CSAT / NPS actionable across the team and maintain/improve the scores.
Take charge of internal meetings/client meetings/customer reviews/stakeholder meetings.
Create and manage performance dashboards which depict business and ops metrics clearly.
Can conceptualize and implement Statistical Process Control (SPC) principles in the process.
Open to stretch if needed to meet team and organizational goals.
1.Any Graduate / PG.
2.Good Communication / Presentation Skills.
3.Green Belt Certified/ Black Belt Trained & Tested Preferred.
4.Candidates only from a BPM/KPO/Captive/Contact Centre Background
5.Minimum 5-8 years of experience in Transactional / Transformation Quality setup. - (Voice /Back Office/ Blend - Processes Background) Mandatory.
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Profile Keywords – Transaction Quality, F&A, GL, General Ledger, RTR,