Role and KEY RESPONSIBILITIES 1.Job Description: Drive continuous improvement for Transaction Quality and Delivery Trained /Certified in Green Belt Manage Call Quality & Client related KPIs Evaluate effectiveness of TQ interventions Strengthen Quality management processes / framework to improve quality delivery Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet clients expectation Ability to get out of the box ideas and Process improvement initiatives in the process. Should drive Process control & Compliance in addition to managing Audit requirements Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires Provide quality floor support, feedback, refresher Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted Run FMEA and compliance audits and health check of the account Essential Skills / Expertise r...