Manage teams to meet quality targets, perform root cause analysis, monitor performance, provide coaching, ensure compliance, and improve operational efficiency.
Description and Requirements
• Manage teams and ensure quality and productivity targets are met.
• Root Cause Analysis on Customer VOC
• Lead & be a part of YB/GB Projects.
• Motivate team members and control attrition.
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Monitor and deliver on agreed service level metrics.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Client Interaction, where required at the level of Supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Ensure that all QA's in the process know their goals and how they are linked to the Organization's policy.
• Effectively manage research/resolution/follow-ups for closure of open items
• Providing event-based and frequency-based feedback
• Generating Dashboard and reports
• Coordinating and being a part of special projects around improving operational efficiency and reducing operational costs
• Driving value stories, projects and process improvement ideas
• Assisting Ops Manager in identifying training needs for the agents and process level issues that can help improve performance
• Brief new agents joining the process and explain how the quality function operates in the process
• Generating training need analysis
• Help in updating the QSD as and when required
• Maintain Quality culture across the LOB
• Adhere to compliance to Quality standards (CMMI)
• Perform goal setting exercise with the team and ensure effective and measurable reviews and feedback mechanisms
• Best practice sharing across the team
• Drive culture of data oriented decision making
• Knowledge of the Quality function, process and Tools.
• Ability to use the desktop computer systems and MS Office.
• Certified or Trained on 7 QC Tools
• Certified or Trained YB/GB Six Sigma
• Strong Analytical skills.
• Conflict resolution skills.
• Coaching and Feedback ability.
• People management skills.
• Good written and verbal communication, proficiency in English language.
• Interpersonal communication.
• Prioritization and time management skills
• Ability to continually work in a dynamic/challenging environment
• Should understand end-to-end sub processes and should be in appreciation of all critical parameters
• Self-initiated and zeal for continuous improvement.
• Has the right mindset, is risk friendly and flexible, team player and good people person?
• Working in teams - Passionate, energize.
• Strong influencing and interpersonal skills
• High willingness to learn
• Knowledge on Transaction Monitoring and management
• Strong hold on data collection and reporting
• Strong Drive for Results and accountability
• Planning and organizing skills
• Ability to empower, motivate and develop others
• Strong internal and external stakeholder management
• Excellent decision making and problem solving skill
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
• Manage teams and ensure quality and productivity targets are met.
• Root Cause Analysis on Customer VOC
• Lead & be a part of YB/GB Projects.
• Motivate team members and control attrition.
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Monitor and deliver on agreed service level metrics.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Client Interaction, where required at the level of Supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Ensure that all QA's in the process know their goals and how they are linked to the Organization's policy.
• Effectively manage research/resolution/follow-ups for closure of open items
• Providing event-based and frequency-based feedback
• Generating Dashboard and reports
• Coordinating and being a part of special projects around improving operational efficiency and reducing operational costs
• Driving value stories, projects and process improvement ideas
• Assisting Ops Manager in identifying training needs for the agents and process level issues that can help improve performance
• Brief new agents joining the process and explain how the quality function operates in the process
• Generating training need analysis
• Help in updating the QSD as and when required
• Maintain Quality culture across the LOB
• Adhere to compliance to Quality standards (CMMI)
• Perform goal setting exercise with the team and ensure effective and measurable reviews and feedback mechanisms
• Best practice sharing across the team
• Drive culture of data oriented decision making
• Knowledge of the Quality function, process and Tools.
• Ability to use the desktop computer systems and MS Office.
• Certified or Trained on 7 QC Tools
• Certified or Trained YB/GB Six Sigma
• Strong Analytical skills.
• Conflict resolution skills.
• Coaching and Feedback ability.
• People management skills.
• Good written and verbal communication, proficiency in English language.
• Interpersonal communication.
• Prioritization and time management skills
• Ability to continually work in a dynamic/challenging environment
• Should understand end-to-end sub processes and should be in appreciation of all critical parameters
• Self-initiated and zeal for continuous improvement.
• Has the right mindset, is risk friendly and flexible, team player and good people person?
• Working in teams - Passionate, energize.
• Strong influencing and interpersonal skills
• High willingness to learn
• Knowledge on Transaction Monitoring and management
• Strong hold on data collection and reporting
• Strong Drive for Results and accountability
• Planning and organizing skills
• Ability to empower, motivate and develop others
• Strong internal and external stakeholder management
• Excellent decision making and problem solving skill
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
Top Skills
MS Office
Qc Tools
Six Sigma
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