58 Transactional Quality Jobs

Job Overview - The role of Manager / Sr. Manager Business Excellence (healthcare) domain encompasses leadership strategic oversight and operational & Process Excellence. Key Responsibilities Quality Assurance - Ensure Program Quality objectives and SLAs are met. Ensure Program Quality measurements are reflective of Quality levels perceived by the client Value Creation - Deliver tangible value to the clients through. Process Reengineering Transformation projects leveraging Digital capability (Automation Analytics etc.). Cross geo/cross tower projects. Drive client specific initiatives Efficiency Improvement - Reduce cost of operations reduce cost of quality improve productivity Optimize Spans & Ratios Utilization Improvement Speed to Proficiency - Learning curve reduction Delivery Excellence - Improve process capability improve end to end service delivery processes Build and leverage Continuous Improvement Meet SLA commitments Lead and manage Interventions People Management - Ensure employee engagement through strong people connect and managing grievances with the help of HRBP and leadership team as appropriate. Drive team upskilling initiatives. Ensure appropriate staffing and back-up plans to ensure business continuity Client relationship - Manage client conversations w.r.t. Quality and Continuous Improvement. Periodically present value-adds in business reviews. Manage and drive client satisfaction improvement projects and key actions. Skills & Attributes Master's in business administration or any post-graduation will be an advantage. Around 10 to 18 years with approx. 8+ years of BPO experience Experience in US healthcare BPO is necessary Candidates with stability preferred in terms of previous job changes Preferably should have leadership experience in manufacturing/ services in the field of Quality/ Excellence/ Operations/ Automation Work experience in MNCs or reputed organizations will be an added advantage. Certified Six Sigma Black Belt from reputed institutes/companies. Contact Person - vaishnavij Contact Number - 9840116224 Email - vaishnavij@gojobs.biz

Summary of Primary Job Responsibilities: Responsible for devising and establishing Quality procedures, standards and specifications • Review customer requirements and make sure they are met and Look at ways to reduce waste and increase efficiency. • Set up and maintain controls and documentation procedures. • Monitor performance by gathering relevant data and produce statistical reports • Measure performance and identify any areas of weakness, recommending and implementing improvements • Liaise with other managers and staff and provide training, tools and techniques to enable others to achieve quality standards. Assess the effectiveness of changes made. Skills: • Strong knowledge of quality assurance standards and methodologies. • Excellent managerial, leadership and communication skills. • Analytical approach with good numerical skill and understanding of statistical analysis. • Keen attention to detail and organizational abilities. • Basic knowledge of computers and use of software like MS Office.

Position - Team leader / Associate - Seller Support Designation - Associate Minimum Skills Must have experience of managing team and email process for seller support team in any Ecommerce company. Requirements Ability to speak English and Hindi fluently. Must have experience of managing escalations. Must have been a consistent performer in the top quartile. Work independently and ability to make quick decisions. Must execute tasks with minimum assistance. Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision. Ability to build rapport with others and create a team environment. Strong communication, organizational, motivational and time management skills. Ability to work flexible hours whenever necessary. Ability to audit calls and coach team members to improve performance. Ability to analyze quality scores and operational matrices and create Plan of action with measurable changes within timelines. Ability to liaise with other departments and maintain a constant rapport. KRA and Responsibilities KRA To ensure the Partner Support ticket TAT targets are met consistently. Reduction in the number of complaints and number of tickets. Steady increase in Partner Support vendor experiences scores. Drive and close at least one tangible improvement initiative every quarter Pendency of tickets is under control. Transactional quality and satisfaction targets are met. Responsibilities Take maximum care of Employee Satisfaction. Work with the team and help them achieve their goals. Monitor team s performance by means of email audits, call audits to check the accuracy of the work. Feedback and coach team members. Publish daily reports on Partner Support metrics and department level reports. Prepare action plans for improvement areas and drive initiatives to address them. Performance-manage all team members and conduct appraisals regularly and provide them a direction. Liaise with the knowledge manager and ensure teams are up to date on the process knowledge. Conduct tests to check knowledge. Manage and resolve vendor escalations Participate in companywide projects/assignments, which could include working on curriculum updates/revisions or travelling to assist with new initiatives. Keep in touch with Partners and Processes through calls and emails. Get to understand their pulse via running surveys. Qualifications & Experience Minimum 3 years of experience in handling a team in a BPO setup. Proficient in Office Tools MS Excel, PowerPoint Skills. Experience in Ecommerce. " Who are we? Myntra is India s leading fashion and lifestyle platform, where technology meets creativity. As pioneers in fashion e-commerce, we ve always believed in disrupting the ordinary. We thrive on a shared passion for fashion, a drive to innovate to lead, and an environment that empowers each one of us to pave our own way. We re bold in our thinking, agile in our execution, and collaborative in spirit. Here, we create MAGIC by inspiring vibrant and joyous self-expression and expanding fashion possibilities for India, while staying true to what we believe in. We believe in taking bold bets and changing the fashion landscape of India. We are a company that is constantly evolving into newer and better forms and we look for people who are ready to evolve with us. From our humble beginnings as a customization company in 2007 to being technology and fashion pioneers today, Myntra is going places and we want you to take part in this journey with us. Working at Myntra is challenging but fun - we are a young and dynamic team, firm believers in meritocracy, believe in equal opportunity, encourage intellectual curiosity and empower our teams with the right tools, space, and opportunities.

Complete Daily Quality checks as per the process requirementProvides on time Feedback to the agents for the errors identifiedConduct Customer comeback analysis for all the errors received from the clientsTo meet the monthly sampling numbers as per the defined targetComplete the feedback targets as specified in the QSDContribute brainwave ideas to improve the processComplete the WB Role Roadmap within the stipulated timePrepare all team and client related reports for QualityComplete RCA for all the errors identifiedEnsure the QA process adheres to ISO guidelinesIdentify the improvement areas for staff and share it with the AM- QualityCommunication with clients on a periodic basisComplete the Calibration exercise on a periodic basis as definedCreate Error analysis/RCA Report within the defined timelineAttend all the development and quality trainings that are identified for a QAHelp operations in identifying the training needs for the ops associatesDrive projects and be part of the projects that are identified in the team Qualifications Graduate Job Location

Leading BPO in Chennai Hiring for Quality Manager Domestic Banking Process Must be a Manager Quality or tenured Deputy Manager On papers in a BPO in Domestic Banking process Over All Experience 8+ Years CTC UPTO 13LPA based on Last CTC & experience 6 Days Working LOCAL CANDIDATES PREFERED Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 Role & responsibilities Act as a primary POC between the QA teams, OPS & clients. • Recommended responsibilities include but are not limited to the following: • Lead, manage, motivate, and mentor a team of Quality Analysts • Drive consistency to ensure the strong quality performance and alignment across all programs • Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program • Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads • Implement and drive the QA process and structure • Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders • Implement initiatives and projects to counteract any possible trends, drive business KPIs • Aggregate audit findings and analyses gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency • Analyses quality and performance trends to provide recommendations for program improvement • Responsible for the delivery of vendor quality metrics at management reviews Key skills & knowledge: Excellent communication & interpersonal skills Excellent MS Office skills (presentation & excel) Should have good knowledge of FMEA identification and mitigation of vulnerabilities Excellent knowledge of Quality & Analytical tools Should be well versed with Qualitative concepts Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Complete Daily Quality checks as per the process requirementProvides on time Feedback to the agents for the errors identifiedConduct Customer comeback analysis for all the errors received from the clientsTo meet the monthly sampling numbers as per the defined targetComplete the feedback targets as specified in the QSDContribute brainwave ideas to improve the processComplete the WB Role Roadmap within the stipulated timePrepare all team and client related reports for QualityComplete RCA for all the errors identifiedEnsure the QA process adheres to ISO guidelinesIdentify the improvement areas for staff and share it with the AM- QualityCommunication with clients on a periodic basisComplete the Calibration exercise on a periodic basis as definedCreate Error analysis/RCA Report within the defined timelineAttend all the development and quality trainings that are identified for a QAHelp operations in identifying the training needs for the ops associatesDrive projects and be part of the projects that are identified in the team Qualifications Graduate

So what does a Senior Quality Manager do? Think of yourself as a champion for operational excellence. A proponent of your program's achievement of performance objectives. An advocate of consistency and quality in all interactions and transactions. The tasks you tackle raise the bar for our quality operations to produce ridiculously impressive outcomes. You will monitor program metrics, provide insights and analysis, and offer recommendations. You will also help manage the implementation of improvement efforts on services and processes. Additionally, you will ensure that quality is always met by leading quality audits and reporting its findings. You will propose new systems and policies for continuous improvement, too. Your contributions will help ensure that our operations exceed expectations. With your work, our program metrics and service level requirements for quality are consistently met. Consider yourself a consultant to stakeholders, a mentor and guide to your teams, and the owner of quality delivery for the aligned teams. Responsibilities: Ensure that all quality processes are set up as per TaskUs Quality model Own the deployment of quality strategy (both internal and client enforced) within aligned teams Establish process, procedures and work roles; assist in SOP writing Liaise with the Business Intelligence and Data Science (BIDS) team to build automated reports and dashboards for quality and operational performance metrics Ensure delivery of quality KPIs for the aligned campaigns/LoBs Monitor day-to-day activities and achievements of the Quality teams Oversee staying in line with contractual spans and auditing requirements Provide actionable insights to clients and operations based on audit observations Drive and manage improvement initiatives based on RCA or client's requests toward metrics, new processes, or people's opportunities Identify opportunities for improvement and help develop impactful and measurable action plans to address these Ensure quality dashboards are published in a timely manner Deploy quality strategy for the aligned span Ensure adherence to quality processes across the board Work with the quality leadership on functional projects Work with Training and Operations to identify training needs Manage quality knowledge of aligned teams with focus on their skill development Perform career coaching for the quality team to prepare them for the next level Understand customer needs and requirements to develop effective quality control processes Collaborate with cross-functional teams on driving quality improvement projects Interface with clients for quality reviews, needs, updates, and ideation Interface with internal stakeholders for quality reviews. Also, attend the reviews for other functions and ensure alignment of objectives Tell the story of why quality matters, build consensus, and inspire others to move fast on fixing problems Manage performance and appraisal of aligned Quality supervisors Review and maintain budgets and aid the director in the development and maintenance of a quality plan and standard operating procedures (SOPs) Technical skills and qualifications: Industry-recognized quality certifications (Six Sigma, Lean, COPC, PMP, etc) essential Well-versed with structured problem-solving techniques Ability to analyze data and arrive at actionable insights Strong practical experience with Excel (PivotTable, Charts, Statistical functions), PowerPoint, and Google Sheets BPO background required Experience in managing transition/deployment/improvement projects preferred Familiar with the application of quality tools to analyze data Statistical aptitude Excellent communication and presentation skills Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams 5+ years of demonstrated management ability across diverse functions (direct reports, cross-functional relationships, third party vendors. etc.) Soft skills: English fluency no less than high B2, preferred C1 Ability to collaborate with cross-functional teams across geographies Able to present confidently in meetings Logical thinker Great people management skills with the ability to drive the team to deliver excellence Great conflict management skills Highly customer centric and has intuitive understanding of customer/client needs Attention to detail Good interpersonal skills Ability to clearly articulate thoughts Personality traits: Assertiveness and passionate commitment to achieving results Problem solver Diligent Highly conscientious and attaches high value to integrity

So what does a Quality Manager really do? Think of yourself as a champion for operational excellence. You will closely monitor program metrics, provide insights and analysis, offer recommendations, and help manage the implementation of service and process improvement programs and efforts. Your contribution will help ensure program metrics and service level requirements for quality are met consistently. You will also take the lead in conducting quality audits, report on findings, and propose new systems and policies for continuous improvement. Consider yourself a consultant to stakeholders, a mentor and guide to Teams, and an important asset to our passionate pursuit for quality. Imagine yourself going to work with one thing on your mind: you are responsible for your programs achievement of performance objectives, ensuring consistency and quality in all customer interactions. As you tackle new tasks for the day, you know that it will lead to one thing: raising the bar for our quality operations to produce ridiculously impressive outcomes. As a Quality Manager, you will leverage on your analytical skills to create a metric-driven determination of our successes. You will identify opportunities for improvement and help develop impactful and measurable action plans to address these. You must be highly motivated by the opportunity to effect change and bring these plans to fruition. So do you have what it takes to become a Quality Manager? Requirements: At least three (3) years of experience in quality management in a BPO environment Excellent communication and presentation skills Knowledgeable in performance data management and analysis We need someone with strategic capability, expert competency in problem solving, and a strong drive for results and excellence. Someone who can cultivate effective and productive business relationships to resolve outstanding quality issues in collaboration with other Quality Assurance leaders.

So what does a Quality Manager really do? Think of yourself as a champion for operational excellence. You will closely monitor program metrics, provide insights and analysis, offer recommendations, and help manage the implementation of service and process improvement programs and efforts. Your contribution will help ensure program metrics and service level requirements for quality are met consistently. You will also take the lead in conducting quality audits, report on findings, and propose new systems and policies for continuous improvement. Consider yourself a consultant to stakeholders, a mentor and guide to Teams, and an important asset to our passionate pursuit for quality. Imagine yourself going to work with one thing on your mind: you are responsible for your programs achievement of performance objectives, ensuring consistency and quality in all customer interactions. As you tackle new tasks for the day, you know that it will lead to one thing: raising the bar for our quality operations to produce ridiculously impressive outcomes. As a Quality Manager, you will leverage on your analytical skills to create a metric-driven determination of our successes. You will identify opportunities for improvement and help develop impactful and measurable action plans to address these. You must be highly motivated by the opportunity to effect change and bring these plans to fruition. So do you have what it takes to become a Quality Manager? Requirements: At least three (3) years of experience in quality management in a BPO environment Excellent communication and presentation skills Knowledgeable in performance data management and analysis We need someone with strategic capability, expert competency in problem solving, and a strong drive for results and excellence. Someone who can cultivate effective and productive business relationships to resolve outstanding quality issues in collaboration with other Quality Assurance leaders.

Job Overview The role of Deputy General Manager (DGM) in the Payer (Insurance) domain encompasses leadership strategic oversight and operational excellence. Key Responsibilities Quality Assurance - Ensure Program Quality objectives and SLAs are met. Ensure Program Quality measurements are reflective of Quality levels perceived by the client Value Creation - Deliver tangible value to the clients through. Process Reengineering Transformation projects leveraging Digital capability (Automation Analytics ). Cross geo/cross tower projects. Drive client specific initiatives Efficiency Improvement - Reduce cost of operations reduce cost of quality improve productivity Optimize Spans & Ratios Utilization Improvement Speed to Proficiency Learning curve reduction. Delivery Excellence - Improve process capability improve end to end service delivery processes Build and leverage Continuous Improvement Meet SLA commitments Lead and manage Interventions. People Management - Ensure employee engagement through strong people connect and managing grievances with the help of HRBP and leadership team as appropriate. Drive team upskilling initiatives. Ensure appropriate staffing and back-up plans to ensure business continuity. Client relationship - Manage client conversations w.r.t. Quality and Continuous Improvement. Periodically present value-adds in business reviews. Manage and drive client satisfaction improvement projects and key actions. Skills & Attributes : - Master in Business Administration or any Post-graduation will be an advantage. Around 15 to 18 years with approx. 10+ years of BPO experience Experience in US healthcare BPO is necessary Candidates with stability preferred in terms of previous job changes Preferably : - Ahould have leadership experience in manufacturing/ services in the field of Quality/ Excellence/ Operations/Automation Work experience in MNCs or reputed organizations will be an added advantage. Certified Six Sigma Black Belt from reputed institutes/companies. Contact Person : - Kamlesh Contact Number : - 9840028649

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. How will you make an impact in this role? Perform Manual review on accounts claimed as Fraud Application by card members/Third parties. Ensure accurate analysis of Fraud Application Claims and make sound decisions to approve or decline the same through systematic analysis Meet and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times Balance customer interests with the interests of American Express Quality focused with strong attention to detail Excellent listening and verbal communication skills exhibiting a strong presence and the ability to communicate effectively across all audiences Strong Command on the English Language (specifically Concepts of Functional Grammar and its usage) both in terms of understanding and assessing Make outbound calls to card members, banks to validate information This role may be subject to additional background verification checks Self- driven and demonstrate the ability to deliver on tasks without direct supervision Minimum Qualifications: Graduates only Excellent Written & Oral Communication Skills Preferred Qualifications Demonstrate people management skills and has the ability to coach team members. Being 100% focused on the teams success. : Competitive base salaries Yearly Bonus - AIA Comprehensive medical, dental, vision, life insurance, and disability benefits Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need Generous paid parental leave policies Free and confidential counseling support through our Healthy Minds program Career development and training opportunities

Roles and Responsibilities Urgent requirement for the position of Manager - Quality ( Travel). Interested candidates are requested to provide an updated resume at swapnil.gupta@igtsolutions.com 7042379178 May please find the below job description for your reference: Roles & responsibilities- Team Management - Managing a Team of Assistant Manager ,Quality Evaluators and Team Leaders for aligned Processes Should have time and people management skills Quality Activities - Documentation for Transaction Monitoring Keeping Track on Process Trends Analyze and Report Trends in Agents/Process performance Implement corrective action plans as and when required Participate in quality systems improvement activities using six sigma methodologies Recommend initiatives to improve transaction Quality through new quality tools and Motivational Dip check compliance - Weekly basis Calibration compliance - Weekly basis Weekly and Monthly reports - Weekly and Monthly basis Identify bottom Quartile and steps to improve them. Analyze and Report Trends in Agents/Process performance Implement corrective action plans as and when required Participate in quality systems improvement activities using six sigma methodologies Recommend initiatives to improve transaction Quality through new quality tools and Motivational approach Desired Candidate Profile Travel domain experience shall be preferred (Mandatory) Well versed with travel domain knowledge & MS Office (Specially Excel, Word and PPT). Strong supervisory skills with an eye for detail. Result Oriented. Excellent written and verbal communication skills in English. Organized and Methodical, Target and deadline driven. Knowledge of all QC Tools like Pareto, Six Sigma etc. Perks and Benefits Work from Office 5 Days working 24*7

Candidates must currently be working as a Manager OR Assistant Manager on papers in Quality for an International Voice process. Shift - Rotational Shifts Work Location - Bangalore / Hyderabad / Chennai / Thane / Visakhapatnam Required Candidate profile Immediate Joiners OR Max 1 month notice period candidates can apply Call HR Manager Reejo @ 9886360719 for more details.

Leading BPO in Chennai Hiring for Quality & Manager Domestic Banking Process Must be a Manager Quality or tenured Deputy Manager On papers in a BPO in Domestic Banking process Over All Experience 8+ Years CTC UPTO 13LPA based on Last CTC & experience 6 Days Working Looking for LOCAL CANDIDATES Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 Role & responsibilities Act as a primary POC between the QA teams, OPS & clients. • Recommended responsibilities include but are not limited to the following: • Lead, manage, motivate, and mentor a team of Quality Analysts • Drive consistency to ensure the strong quality performance and alignment across all programs • Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program • Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads • Implement and drive the QA process and structure • Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders • Implement initiatives and projects to counteract any possible trends, drive business KPIs • Aggregate audit findings and analyses gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency • Analyses quality and performance trends to provide recommendations for program improvement • Responsible for the delivery of vendor quality metrics at management reviews Key skills & knowledge: Excellent communication & interpersonal skills Excellent MS Office skills (presentation & excel) Should have good knowledge of FMEA identification and mitigation of vulnerabilities Excellent knowledge of Quality & Analytical tools Should be well versed with Qualitative concepts Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Leading BPO in VIZAG Hiring for Quality Manager Domestic Process Must be a Manager Quality or tenured Deputy Manager On papers in a BPO in Domestic process Experience in Domestic Process is Mandatory Over All Experience 8+ Years CTC UPTO 13LPA based on Last CTC & experience 6 Days Working Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 Role & responsibilities Act as a primary POC between the QA teams, OPS & clients. • Recommended responsibilities include but are not limited to the following: • Lead, manage, motivate, and mentor a team of Quality Analysts • Drive consistency to ensure the strong quality performance and alignment across all programs • Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program • Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads • Implement and drive the QA process and structure • Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders • Implement initiatives and projects to counteract any possible trends, drive business KPIs • Aggregate audit findings and analyses gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency • Analyses quality and performance trends to provide recommendations for program improvement • Responsible for the delivery of vendor quality metrics at management reviews Key skills & knowledge: Excellent communication & interpersonal skills Excellent MS Office skills (presentation & excel) Should have good knowledge of FMEA identification and mitigation of vulnerabilities Excellent knowledge of Quality & Analytical tools Should be well versed with Qualitative concepts Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Must have Min 1+yrs exp as a Quality Manager from BPO. Handled a team of Quality Team Leaders/ Quality Analyst's Fluency in English Day Shifts 6 days Working Call 8447780697 send CV monu@creativeindians.com

Must have Min 1+yrs exp as a Quality Manager from BPO Banking process BPO. Handled a team of Quality Team Leaders/ Quality Analyst's Fluency in English Day Shifts 6 days Working Call 8447780697 send CV monu@creativeindians.com

Greetings from Infosys BPM Ltd., We are looking to hire a Quality Analyst at Mangaluru, Karnataka, please find the below job description for your reference and apply if interested. Job Role: Quality Analyst Work Location: Mangaluru (work from office) Education Qualification: Full-time graduation / Post graduation Experience required: At least 4 years of experience in Quality Assurance and Process Improvements Job Description: Good experience & knowledge in Quality management Systems, Process Improvement, Service Delivery Quality Management Systems. Good working knowledge of Quality Control and Quality Assurance methodologies Good working knowledge of Root Cause Analysis (RCA), Failure Mode Effects Analysis (FMEA), Lean methodologies Experience on Quality Assurance practices leading Stable and predictable process performance Experience in leveraging industry leading Quality audit platforms Ability to analyze complex data and share key process. Lean and Six Sigma concepts understanding Good communication skills Regards, Infosys BPM Talent Acquisition Team

Proficiency with MS PowerPoint application using shapes infographics Should be able to design high quality PPT Slides as per the template and instructions Excellent visualization ideas to provide different visual options of a design Ability to create new templates in PPT/Word/InDesign Efficient enough to deliver short TAT projects Able to handle complex Layouts with charts handwritten text Ability to achieve expected quality output along with daily targets Qualifications Qualification & Experience A Bachelor s degree in any discipline 3-5 Years of experience working with MS PowerPoint, MS excel, Adobe InDesign, Photoshop, Illustrator CC Excellent commu

From Finance backgroundTransactional Quality Role: Non-Voice -Minimum 2-3 years of experience in F&A Transactional Quality, with experience in RTR should be flexible with rotational shifts. Perform transactional quality checks based on sampling strategy ISO documentation & compliance checks Perform process quality checks as per frequency & agreed sampling strategy Provide feedback to associates on performance quality CCRP process adherence, record keeping and analysis Error trend analysis and defect reduction planning Prepare process specific reports and dashboards Participate in reviews/meetings Share inputs for Process Training Tracking SLA CTQs related to process accuracy Identify process specific improvement opportunitiesKnowledge / Qualifications / Competency / Work Experience :- - Any Graduate / PG, Good Communication / Presentation Skills. - Lean / Six Sigma Trained - Candidates only from a BPO / KPO Background - Candidates preferred from Finance Background - Candidates preferred with prior work experience in TQ Management & Mentoring projects/ BQ Management/ RCA/ Reporting/ Error Analysis/ Client & Stakeholder Management. -Candidates with VBA and advance excel skills would be preferred- Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen]. - Facilitate sharing of best practices from within and outside the organization and implement them. - Take charge of internal meetings / client meetings etc.- Create and manage performance dashboards which depicts business and ops metrics clearly. - Open to stretch if needed to meet team and organizational goals. - Accuracy & integrity in data handling - Ability to work with people and teams of diversified / different priorities - Ability to present/ address in public Qualifications Bcom

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. How will you make an impact in this role? Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls Answer inbound calls from Card members and set up/action fraud cases on calls Review fraud claims from Card members to make a decision, to either accept the claim from the Card member or reject it Detect and minimize credit and fraud risk whilst enabling spend at the same time Real time, transaction level credit and fraud risk assessments for requests received from our Cardmember or merchants Point of Sales (POS) approval, charge reversals request from merchant establishments Resolve cases within the assigned empowerment limit Continue to monitor current trends in Fraud landscape & suggest preventive & corrective measures Meet and endeavor to exceed metrics on transactional quality, compliance, RTF, regulations and productivity as per goals Ensure accurate analysis of fraud claims and make sound decisions to approve or decline the same through systematic analysis Identify and investigate unauthorized/suspicious fraud claims and high-risk transactions within customer and merchant account Review fraud disputes through merchant contact & requesting additional documentation and executing merchant chargebacks Ensure each Merchant chargeback dispute request is handled in a timely & accurate manner Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls Analyze complex information and make sound decisions Continue to monitor current trends in Fraud landscape, suggest preventive & corrective measures. Meet and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals. Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times Balance customer interests with the interests of American Express Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction Communicates effectively, oral and written, to review and document necessary information Minimum Qualifications Graduates/Postgraduates Excellent communication Minimum 1 year experience in contact center domain Proven analytical and problem-solving skills with a strong attention to detail Ability to work in a hybrid environment Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a windows environment Ability to work in a 24/7 rotational environment

Key Requirements: Location: Bangalore Should have worked in International BPO (no domestic) Flexible for US shift Lean Six Sigma Green Belt certified, Should have worked on DMAIC projects, minimum 6 years of transactional quality experience, experience on minitab is an added advantage Knowledge of 7 QC tools and statistical tools Handled a good span of control, should have worked at manager level for at least 2-3 years. Job Description: Mandatory requirement: Should have transactional quality experience Should be able to use quality tools and should have analytical bent of mind Six sigma green belt certification Experience in retail sector will be an added advantage Should have worked on at least 4 - 5 projects Client Interaction Should be comfortable to work in rotational shift BPO sector experience Job Responsibilities 1. Client interactions 2. Manage and develop improvement plans in liaison with other department(s) 3. Effective resource utilization 4. Meeting & exceeding defined KPIs 5. Able to motivate team members. 6. Manage Operations Quality Team a. Effective resource utilization b. Meeting & exceeding defined KPIs c. Able to motivate team members d. Initiate KPI projects 7. Assures effective process and policy mechanisms are in place 8. Develops and assures compliance with the Service Level Agreements between internal and external customers 9. Assures confidentiality and integrity of data 10. Assures implementation of compliance with the Information Technology Standards (System checks, whitelist) 11. To oversee risk management activities across the Program 12. Developing, establishing, and maintaining an effective system-wide compliance and ethics program designed to prevent, monitor, detect, and respond to non-compliance and recommend corrective actions to fully meet regulatory requirements. This includes a system of education and training to promote compliance awareness. 13. 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. 14. Ensure audits like contractual, compliance (BGC, access management) are conducted. Also assessments with various departments Minimum requirements (Education Qualification & Work Experience) Education Qualification : Graduate & above (Any Discipline) Certification / Trainings if any: Green belt certified

Full Position SummaryThe Mortgage underwriting associate evaluate and determine the eligibility of loan applications of residential mortgage (1-4 family) loans. Mortgage underwriting associate role includes but not limited to analyzing and verifying loan applications, review of all 4 C s, evaluating risks, and making loan eligibility decisions. The incumbent ensures the accurate, efficient, and timely flow of information/documentation for offering quality and efficient services. Responsibilities Knowledge of mortgage underwriting and Agency automated underwriting systems Demonstrate a full understanding of agency guidelines as well as posted Lender internal guidelines Review all mortgage applications and documentation for accuracy and completeness Review and be able to complete a full analysis of all types of income (Self/Rental/Wage/etc), Assets, Liabilities, Credit and Collateral. Analyze credit, income, and assets on a loan-by-loan basis to properly assess individual risk, and promptly provide underwriting decisions to Mortgage Originators Review property documentation including title commitments, sales contracts, insurance, and flood determinations Maintain a well-developed knowledge of loan product guidelines and industry regulations, including assisting in the prevention, detection, and resolution of mortgage fraud Review and analyze appraisals for value and compliance with industry requirements Demonstrate the ability to independently make sound decisions based on the creditworthiness of the applicants based on established underwriting guidelines, policies, procedures, knowledge, and experience Provide exceptional customer care (both internal and external) in a manner that satisfies the individual needs of each customer and builds loyalty to the client Maintain confidentiality of all customer and employee information Respond positively to feedback and redirection Fully utilize systems, tools, training, and resources provided to maximize potential Assist other departments as needed Meeting daily production . Meeting the daily SLA requirement Meeting the daily Quality requirements Qualifications EducationBachelors in any stream. Experience2+ years increasingly responsible experience in related areas. Knowledge/Skills/Abilities: Experienced mortgage professional with 2-3 years with mortgage underwriting. Has a complete understanding of Conventional, FHA and VA underwriting guidelines. Has working knowledge of real estate lending criteria and federal, state, and agency compliance Can multi-task and manage time efficiently Has strong organizational skills, attention to detail, and basic Microsoft Office skills Good analytical and problem-solving skills. Strong organization and verbal and written communications skills. Highly adaptive and open to changes as the organization grows and its needs evolve.

Complete Daily Quality checks as per the process requirement Provides on time Feedback to the agents for the errors identified Conduct Customer comeback analysis for all the errors received from the clients To meet the monthly sampling numbers as per the defined target Complete the feedback targets as specified in the QSD Contribute brainwave ideas to improve the process Complete the WB Role Roadmap within the stipulated time Prepare all team and client related reports for Quality Complete RCA for all the errors identified Ensure the QA process adheres to ISO guidelines Identify the improvement areas for staff and share it with the AM- Quality Communication with clients on a periodic basis Complete the Calibration exercise on a periodic basis as defined Create Error analysis/RCA Report within the defined timeline Attend all the development and quality trainings that are identified for a QA Help operations in identifying the training needs for the ops associates Drive projects and be part of the projects that are identified in the team

Complete Daily Quality checks as per the process requirement Provides on time Feedback to the agents for the errors identified Conduct Customer comeback analysis for all the errors received from the clients To meet the monthly sampling numbers as per the defined target Complete the feedback targets as specified in the QSD Contribute brainwave ideas to improve the process Complete the WB Role Roadmap within the stipulated time Prepare all team and client related reports for Quality Complete RCA for all the errors identified Ensure the QA process adheres to ISO guidelines Identify the improvement areas for staff and share it with the AM- Quality Communication with clients on a periodic basis Complete the Calibration exercise on a periodic basis as defined Create Error analysis/RCA Report within the defined timeline Attend all the development and quality trainings that are identified for a QA Help operations in identifying the training needs for the ops associates Drive projects and be part of the projects that are identified in the team