Senior FLM

Job Description

Manage Quality Team Leaders for a region or multiple regions. Liaise with client regional POC and adjudicators to ensure work flow are assessed accurately. Work with POCs to drive optimal QA scores, while identifying and promptly escalating risks to the business as observed by QAs or self. Holding all parties accountable to mitigating business risk through data driven analytics and insights. Manage the team/region who act as a interface primarily with the Quality Analyst and client. Develop and facilitate functional requirements use cases and workflows. Exhibit outstanding technical and business friendly communication skills and be able to create strong rapport with team members, client and vendor partners. Exhibit experience in defining and facilitating requirements Prepare specification documents and business processes that will translate into meeting business objectives, assist in identifying a solution architecture, and creating a product road map Review output of QA audits and provide data driven insights. Investigate issues and a provide deep dives as dictated by client regional leader. Oversee day-to-day operations and work of lower-level staff Ensure compliance to organizational standards, including safety standards and client or customer communications Monitor and provide feedback to managed staff to effect improvements in organizational goals Manage reports and personnel documents, including payroll Review and filter applications for potential new hires Assist in interviewing applicants and confer with senior-level management on hiring process Assist managers and other staff with procurement of necessary materials and equipment Roles & Responsibilities: Manage Quality Team Leaders for a region or multiple regions. Liaise with client regional POC and adjudicators to ensure work flow are assessed accurately. Work with POCs to drive optimal QA scores, while identifying and promptly escalating risks to the business as observed by QAs or self. Holding all parties accountable to mitigating business risk through data driven analytics and insights. Manage the team/region who act as a interface primarily with the Quality Analyst and client. Develop and facilitate functional requirements use cases and workflows. Exhibit outstanding technical and business friendly communication skills and be able to create strong rapport with team members, client and vendor partners. Exhibit experience in defining and facilitating requirements Prepare specification documents and business processes that will translate into meeting business objectives, assist in identifying a solution architecture, and creating a product road map Review output of QA audits and provide data driven insights. Investigate issues and a provide deep dives as dictated by client regional leader. Oversee day-to-day operations and work of lower-level staff Ensure compliance to organizational standards, including safety standards and client or customer communications Monitor and provide feedback to managed staff to effect improvements in organizational goals Manage reports and personnel documents, including payroll Review and filter applications for potential new hires Assist in interviewing applicants and confer with senior-level management on hiring process Assist managers and other staff with procurement of necessary materials and equipment Qualifications: Graduate Overall 5 + years of experience with minimum 1+ Year Experience in Quality in the International BPO industry. Candidates with hands-on experience on Google suite (Sheets/Slides/ Docs) will have added advantage. Good client management skills with eye for detailing, proactively identifying gaps in processes and flag it to internal leadership & client as appropriate Good Interpersonal & people management skills with good problem solving approach Good analytical skills for MIS, number crunching & reporting to internal & external customers Ability to multi task multiple activities by effective delegation, monitoring and coaching. Excellent verbal & written communication, presentation skills and Customer Service Skills Industry-specific licenses and certificates may be preferred (Quality) Proven leadership skills with a history of effective management. (People and Process Manager) Self-motivated and detail-oriented, with notable experience handling multiple projects and tasks Strong interpersonal and communication skills, with a proven ability to positively interact with staff and clients Willing to work in Night Shift and on weekends based on rotational off s and business requirements. Mandatory Work from Office only.,

Keyskills :
people management skillsuse casesnew hiresgoogle suiteproblem solvingcustomer servicequality analysisnumber crunchinginternational bpoclient managementanalytical skills