Senior Group Manager - Transactional Quality

About the role

Key Responsibilities:Develop and implement quality assurance frameworks, policies, and procedures.Monitor and evaluate customer interactions using QA tools and sentiment analysis platforms.Lead a team of QA analysts and supervisors, providing coaching and performance feedback.Collaborate with operations and training teams to address quality gaps and improve agent performance.Analyze quality metrics and trends to identify root causes and recommend corrective actions.Ensure compliance with client requirements, industry standards, and data privacy regulations.Present quality performance reports and insights to senior leadership.Drive initiatives related to customer satisfaction, process improvement, and compliance.Support calibration sessions and client audits.Lead implementation of advanced QA tools including sentiment analysis and AI-driven monitoring Experience:Minimum of 5 years in quality assurance within a call center or BPO environment.At least 2 years in a leadership or managerial role.Experience in handling global accounts or multi-site operations is preferred2.Technical & Professional Skills:Strong knowledge of QA methodologies, tools, and metrics.Proficiency in CRM systems, call center platforms, and quality monitoring tools.Solid understanding of root cause analysis (RCA), action planning, and coaching techniques.Excellent communication, interpersonal, and stakeholder management skills.High attention to detail and strong analytical thinking.Ability to lead cross-functional teams and manage change effectively 3.Behavioral Competencies:High integrity and sound judgment.Customer-centric mindset.Strategic thinking and problem-solving orientation.Ability to thrive in a fast-paced, dynamic environment.

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Company Intel

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