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