Sr. Supervisor Quality Essential Role and KeyResponsibilities: - Drive continuous improvement for TransactionQuality and Delivery - Manage Call Quality & Client relatedKPI’s. - Evaluate effectiveness of TQ interventions - Create andmaximize relationships with client partners. - Strengthen Qualitymanagement processes / framework to improve quality delivery. -Accurately capture SLA/SLO metrics, the reporting needs of each ofthe client and set up / customize processes to seamlessly meetclient's expectation. - Conduct regular one-on-ones with directreports to review individual performance, the performance of theirteam and offer on-going developmental coaching. - Create a positivework environment through employee engagement; resolve employeerelation issues in a professional and timely manner. - Ability toget out of the box ideas and Process improvement initiatives in theprocess. - Should drive Process control & Compliance inaddition to managing Audit requirements. - Provide crisp andspecific feedback to Front Line Recruitment Teams on the quality ofnew hires. - Provide quality floor support, feedback, refresher. -Facilitate Quality and Compliance team to perform various auditsand follow ups based on observations highlighted. - Participate incross functional meetings to review information received fromoperational support functions - Training, HR, Quality, WFM, TA. -and partner to define action plans that resolve issues and drivecontinuous improvement. - Implement best practices andover-delivery for clients, drive consistent performance, evaluatestaffing needs, with input from BD and Client and adjust meetchanging requirements. - Attend business reviews with the client. -Handle a team of team leaders. Candidate profile: - Excellentcommunication skills, both written and verbal. Ability toeffectively present information to internal and externalassociates. - Must have at least 2 years of experience in Qualitydomain in BPO - Advanced Microsoft Office skills - Demonstratedability to lead team in organizing and prioritizing projects in afast-paced and deadline-oriented business environment. - Ability tointerpret and analyze recruiting metrics and trends: retention,quality of hire, net throughput, etc. - Demonstrated ability tomentor, coach and provide direction to a team of employees. -Demonstrated ability to take initiative and ownership with focus oncontinuous improvement. - Demonstrated ability to foster customerservice disposition and sense of professionalism for self and team.- Solid understanding of the organization's business operations andindustry. Demonstrated business acumen. - Demonstrated talent withcritical thinking; ability to comprehend, analyze, and interpret. -Excellent attention to detail - Ability to handle and maintainconfidential information. #J-18808-Ljbffr