The Transaction Quality Assistant Manager in the BPO Travel domain is responsible for ensuring the highest quality standards in customer interactions and transaction processes. This role involves monitoring, analyzing, and improving transaction quality to enhance customer satisfaction and operational efficiency.
Six Sigma Certification is required.
Quality Monitoring and Evaluation:
- Oversee the quality monitoring process for customer interactions (calls, emails, chats) and transaction processing.
- Conduct regular audits and evaluations to ensure compliance with quality standards and guidelines.
- Identify areas of improvement and provide actionable feedback to agents and supervisors. Data
Analysis and Reporting:
- Analyze quality scores, trends, and patterns to identify root causes of quality issues.
- Prepare and present detailed reports on quality performance to management.
- Develop and track key performance indicators (KPIs) related to transaction quality.
Training and Development:
- Collaborate with the training team to design and deliver quality training programs for agents.
- Conduct refresher training sessions based on audit findings and quality gaps.
- Mentor and coach agents to enhance their performance and adherence to quality standards.
Process Improvement:
- Work with cross-functional teams to identify and implement process improvements.
- Participate in the development and revision of quality assurance policies and procedures.
- Ensure that all processes align with industry standards and client requirements.
Client and Stakeholder Management:
- Act as the point of contact for quality-related queries from clients and stakeholders.
- Participate in client calls and meetings to discuss quality performance and improvement plans.
- Ensure client satisfaction by maintaining high-quality standards in service delivery.
Compliance and Documentation:
- Ensure adherence to regulatory and compliance requirements specific to the travel domain. Maintain comprehensive documentation of quality assurance activities and findings.
- Assist in internal and external quality audits.