Quality Manager
Core
Manage transaction monitoring quality programs across multiple clients, sites, and business lines, supervising global quality staff to ensure evaluation accuracy and performance.
Role type
Senior IC Quality Manager (Transaction Monitoring)
Builds
Global quality assurance programs and transaction monitoring services for financial clients
Domain
Financial Services / Business Process Outsourcing (BPO)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
People management, analytical and quantitative skills, data interpretation, process mapping, stakeholder communication, project initiation, KPI tracking, audit analysis, trend identification, training and development
Preferred skills
Six Sigma certification, knowledge of quality tools and structures, BPMS creation, transition management (handover/start-up/manage/exit)
Technologies
Transaction Quality systems, BPMS
Responsibilities
Lead and mentor a global team of Quality Analysts, drive consistency in quality performance across programs, deliver insights to improve customer experience, implement QA processes and structure, analyze quality trends to recommend program improvements, aggregate audit findings to identify process gaps, deliver vendor quality metrics at management reviews
Seniority
Manager II, hands-on leadership