Job Title

Designation: Sr. Manager Quality – Transaction Location: PuneIGT Solutions is looking for a Sr. Manager Quality – Transaction in PuneJob objective 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 such as RCA/Fish Bone, Paretos, Gage R & R, FMEA to identify top issues and priorities 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 escalationsSkill 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 Preferred from Travel Industry & Mandatory BB Certification required.Interested candidates are requested to please provide an updated resume atLipi.Jhingran@It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.