Sr. Supervisor Quality Essential Role and Key Responsibilities: Drive continuous improvement for Transaction Quality and Delivery Manage Call Quality & Client related KPI’s. Evaluate effectiveness of TQ interventions Create and maximize relationships with client partners. 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 client's expectation. Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching. Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner. 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 the 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. Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partner to define action plans that resolve issues and drive continuous improvement. Implement best practices and over-delivery for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust meet changing requirements. Attend business reviews with the client. Handle a team of team leaders. Candidate profile: Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates. Must have at least 2 years of experience in Quality domain in BPO Advanced Microsoft Office skills Demonstrated ability to lead team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment. Ability to interpret and analyze recruiting metrics and trends: retention, quality of hire, net throughput, etc. Demonstrated ability to mentor, coach and provide direction to a team of employees. Demonstrated ability to take initiative and ownership with focus on continuous improvement. Demonstrated ability to foster customer service disposition and sense of professionalism for self and team. Solid understanding of the organization's business operations and industry. Demonstrated business acumen. Demonstrated talent with critical thinking; ability to comprehend, analyze, and interpret. Excellent attention to detail Ability to handle and maintain confidential information. #J-18808-Ljbffr