Summary role description:

Hiring for Quality Manager (KYC /Anti Money Laundering) for leading global BPO Service and digital solution provider

Company description:

Our client is a leading US Headquartered digital outsourcing company that provides next-generation customer experience and tech-enabled services to the world’s most innovative brands, helping them build, and grow their businesses. They are a team like no other, providing digital CX, consulting, Trust & Safety, AI Services and more to their clients across social media, ecommerce, gaming, Hi-tech, Fin Tech and more. They partner with some of the most innovative and disruptive brands to support their clients in their long-term goal and vision. They have been recently certified as Great Place to Work and also the Best Company for Diversity having more than half their workforce as women.

Role details:

• Title / Designation: Quality Manager
• Reporting manager- Senior Quality Manager
• Location: Gurugram
• Work type: In office

Role & responsibilities:

• Oversee and monitor program metrics, provide insights and analysis, offer recommendations, and help manage the implementation of service and process improvement programs and efforts
• Responsible to take the lead in conducting quality audits, report on findings, and propose new systems and policies for continuous improvement
• To identify opportunities for improvement and help develop impactful and measurable action plans to address them.
• Responsible for program’s achievement of performance objectives, ensuring consistency and quality in all customer interactions.
• Ability to contribute that will help ensure program metrics and service level requirements for quality are met consistent

Candidate requirements:

• Minimum 6 years of experience in quality management in a BPO environment
• Must have knowledge in performance data management and analysis
• Prior experience in Anti Money Laundering (AML) and Know Your Customer (KYC) Processes with a strong understanding of regulatory requirements and industry best practices
• Strong strategic capability, expert competency in problem solving, and a strong drive for results and excellence.
• Ability to cultivate effective and productive business relationships to resolve outstanding quality issues in collaboration with other Quality Assurance leaders.
• Excellent verbal and written communication skills.
• Comfortable with 24*7 shifts.

Selection process:

• 3 Managerial Discussions
• HR discussions