About Us: Celebrating two decades of industry leadership since our inception in 2000, (24)7.ai has redefined customer experience excellence in the BPO sector. Our integration of AI, human insight, and deep expertise crafts tailored customer interactions that stand out and enable our employees to cater to our clients’ sophisticated customer experiences. We provide great scope for career growth. As a globally renowned brand present across 15 strategic locations, including the US, Philippines, Guatemala, Colombia, and India, we provide exposure to diverse cultures and high-performing teams. Guided by our core values of Respect, Teamwork, Ownership, Results, and Transparency, we cultivate an environment that is diverse, collaborative, and accountable. So, you get to work for a Great Place to Work – in all aspects, including the Top 50 Workplaces for Women and Top 50 Workplaces in the BPO sector by the GPTW. We are also certified by PCI DSS, SOC 1, SOC 2+, and ISO 27001. Job Summary: The Quality Manager to ensure internal and external customers’ expectations are met. Identify and correct process gaps across programs Program Performance Management & reviews Process improvement plans partnered with cross functional teams Carry out Audits (Process, Compliance & Internal ISEA audits) Forecast manpower required Job Responsibilities: Meeting & exceeding defined KPIs Initiate KPI projects Proactive identification of possible risks through early warnings Client interactions Manage and develop improvement plans in liaison with other department(s) Manage Operations Quality Team Effective resource utilization Conduct team review and performance related discussions Able to motivate team members Career planning Assures effective process and policy mechanisms are in place Develops and assures compliance with the Service Level Agreements between internal and external customers Assures confidentiality and integrity of data Assures implementation of compliance with the Information Technology Standards (System checks, whitelist) To oversee risk management activities across the Program Developing, establishing, and maintaining an effective compliance and ethics program designed to prevent, monitor, detect, and respond to non-compliance and recommend corrective actions to fully meet regulatory requirements. Identify and address compliance gaps (issues or processes where compliance risk exposure exists or accountability is not clear), particularly where such issues involve more than one functional unit. Excellent collaboration skill and stake holder management skills. Minimum requirements (Education Qualification & Work Experience): Education Qualification : Graduates & above Work Experience : Min 6 years of experience in Quality function Certifications: Green belt certified, Advanced analytical capability Technical Skills: Excel Skills : Should be able to execute complex formulas, create presentable charts and in depth knowledge of short cut keys Analytical Skills : Breaks down concrete issues into parts and synthesizes succinctly. •Collects and analyses information from a variety of appropriate sources. •Identifies the links between situations and information. •Sees connections, patterns or trends in the information available. •Identifies the implications and possible consequences of trends or events. •Draws logical conclusions, providing options and recommendations. •Analyses complex situations, breaking each into its constituent parts. •Recognizes and assesses several likely causal factors or ways of interpreting the information available. •Identifies connections between situations that are not obviously related. Six Sigma Certification : Green Belt Certified Presentation Skills : Ability to explain the concepts of various trainings like Lean, 6 sigma, etc Decision making skills : Should be able to take control of situations and arrive at quick decision to counter issues/problems Key Competencies & Soft Skills: Result orientation: Able to create a plan and work systematically. Predict problems and figure out ways to overcome them and indefinitely attain the results Influence : Adapts rationale to influence others Client Focus : Identifying and responding to current and future client needs; providing service excellence to internal and external clients Conflict Management : Preventing, managing and/or resolving conflicts
Job Title
BPO - Quality Manager (Transaction Quality)