Tirane, ofroj vend pune Transactional Quality Manager
About Fusion BPO
Fusion BPO is a premier Business Process Outsourcing company with 5000+ employees across the globe. We have been in the outsourcing and right shoring business for 14+ years. With a strong global workforce and 15 delivery locations spanning across India, Philippines, USA, Canada, UK, Europe and Central America, Fusion BPO provides services to marquee clients across the globe.
We are a NASSCOM member and have PCI DSS v3.2 and ISO/IEC 27001:2013, HIPAA and other accreditations for our business, security and operational performance.
Position: Transactional Quality Manager
Location: Tirana, Albania
Language Skills: English and any other European language
Job Description:
Please use only the following format:
https://europass.cedefop.europa.eu/editors/en/cv/compose
in the e-mail address indicated below, specifying the position applied for:
albania.hiring@fusionbposervices.com
Fusion BPO is a premier Business Process Outsourcing company with 5000+ employees across the globe. We have been in the outsourcing and right shoring business for 14+ years. With a strong global workforce and 15 delivery locations spanning across India, Philippines, USA, Canada, UK, Europe and Central America, Fusion BPO provides services to marquee clients across the globe.
We are a NASSCOM member and have PCI DSS v3.2 and ISO/IEC 27001:2013, HIPAA and other accreditations for our business, security and operational performance.
Position: Transactional Quality Manager
Location: Tirana, Albania
Language Skills: English and any other European language
Job Description:
- Handling a team who are responsible for managing different line of business which are outsourced to different partners
- Design and implement KPI measures, measurement systems and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement
- Analyze the process, current situation, identify improvement opportunities and recommend measures to re-engineer processes
- Act as a change agent and work closely with Operations and other teams to optimize Customer Satisfaction
- Liaison with the Process Heads / Business Owners to identify opportunity areas & prepare and implement Improvements
- Uncover the root cause(s) behind customer dissatisfaction
- Lead the development of a Quality Monitoring Definitions document
- Develop and present weekly, monthly business review
- Enhance the current Quality Monitoring evaluation methodology, including forms, calibration, and feedback process. Conduct checklist based Audits to check adherence to SOPs.
- Make proper utilization of resources and control cost
- Integration of operation, training and quality department
- Assign resources; set timelines and deadlines; track projects and schedules
- Lead the development of supervisors as quality coaches and act as their mentor in dealing with the challenges of developing front line staff.
- Should have min. 5 years experience in similar field
- Candidate should have deep interest and passion for Travel industry,
- Hands-on experience of working on any GDS
- Need to be well versed with Internet and Airport Codes .
- Should have excellent communication and writing skills
- Must be aware of Travel terminologies
- Willing to work in Rotational Shifts.
Please use only the following format:
https://europass.cedefop.europa.eu/editors/en/cv/compose
in the e-mail address indicated below, specifying the position applied for:
albania.hiring@fusionbposervices.com