Qureos Mentor

Golden Opportunities

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 Job Description
 
 
 
 Role involves leading a team of training professionals to design and deliver impactful learning programs that enhance agent performance, ensure quality service delivery, improve customer satisfaction, and support overall business objectives.
 
 
 Develop, implement, and refine the comprehensive training strategy for all aspects of contact center operations, aligning with overall business goals.
 
 
 Minimum of 10-12 years of progressive experience in training and development.
 
 
 Experience in training for both voice and non-voice (e.g., chat, email, social media) contact center processes.
 
 
 Expertise in creating engaging and effective learning content.
 
 
 Demonstrable experience with various training methodologies, adult learning principles, and instructional design concepts.
 
 
 
 Skills Required
 
 
 
 RoleSenior Manager Training
 
 
 Industry TypeITES/BPO/KPO
 
 
 Functional AreaITES/BPO/Customer Service
 
 
 Required Education Graduation
 
 
 Employment TypeFull Time, Permanent
 
 
 Key Skills
 
 
 <ul>
 <li>
 CONTACT CENTRE TRAINING
 
 
 </li>
 </ul>
 Other Information
 
 
 Job CodeGO/JC/380/2025
 
 
 Recruiter NameMaheshwari Balasubramanian
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Senior Manager Training - GO/JC/380/2025

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 Job Description
 
 
 
 Job Title: Senior Manager - Service Delivery
 
 
 Location: Hyderabad
 
 
 
 Candidate Expectations
 
 
 
 14+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operations.
 
 
 5+ years of leading programs with minimum headcount of 300-400 FTEs across the 24/7
 
 
 Experience of working with technical clients (domain / industry / customer) with expertise in Technical Support will be preferred.
 
 
 Candidate to have some prior experience in managing technology-based businesses with very high customer service orientation
 
 
 Proven track record in leading and motivating large teams, with the ability to attract and nurture talent
 
 
 Demonstrated success in exceeding performance metrics and contractual obligations
 
 
 Experience in building relationships within a matrix-driven organization
 
 
 Strong client-facing communication and negotiation skills
 
 
 Analytical acumen to streamline complex processes
 
 
 MBA/ PG Degree would be an advantage
 
 
 
 P&amp;l
 
 
 
 Job Responsibility:
 
 
 Manage P&amp;L of the business operations, including the development and execution of the overall business strategy.
 
 
 Operations: Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals, Agent Satisfaction Rates, First Touch Resolution, Resolution Rate, Case Ageing, Reopen Rate, Contact Closure rates, Repeat contact/churn etc.
 
 
 
 Team Management
 
 
 
 Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.
 
 
 Strategy: Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.)
 
 
 
 Business Growth
 
 
 
 Support business growth by collaborating with Sales &amp; marketing across geographies.
 
 
 
 Best Practices
 
 
 
 Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.
 
 
 
 Innovation
 
 
 
 Lead innovation &amp; value add efforts between Client and the company.
 
 
 
 Domain Capability
 
 
 
 Strengthen domain capabilities.
 
 
 Compliance: Ensure compliance with all client regulatory requirements
 
 
 Client Satisfaction: Ensure client satisfaction. Become �Voice of the Customer� Establish strong relationships with clients.
 
 
 
 Skills Required
 
 
 
 RoleSenior Manager - Service Delivery (Tech support) - Hyderabad
 
 
 Industry TypeITES/BPO/KPO
 
 
 Functional Area
 
 
 Required Education
 
 
 Employment TypeFull Time, Permanent
 
 
 Key Skills
 
 
 <ul>
 <li>
 BPO
 </li>
 <li>
 CALL CENTER
 </li>
 <li>
 CUSTOMER SERVICE
 </li>
 <li>
 CUSTOMER SUPPORT
 </li>
 <li>
 SERVICE CENTER MANAGEMENT
 </li>
 <li>
 TECHNICAL
 </li>
 <li>
 TECHNICAL SUPPORT
 
 
 </li>
 </ul>
 Other Information
 
 
 Job CodeGO/JC/960/2025
 
 
 Recruiter NameDevikala D
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Senior Manager - Service Delivery (Tech support) - Hyderabad - GO/JC/960/2025

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 Job Description
 
 
 
 End-to-end P2P process management using
 
 Ariba / SAP
 
 
 
 Ensure adherence to client SLA and operational KPIs
 
 
 Maintain online and offline trackers for procurement activities
 
 
 Strong analytical and research skills
 
 
 Proficiency in Microsoft Office tools
 
 
 Must Have Skillset
 
 
 Should have experience in Procure to Pay. Should have experience in Ariba/ Sap
 
 
 
 Skills Required
 
 
 
 RoleSenior Associate - P2P
 
 
 Industry TypeITES/BPO/KPO
 
 
 Functional AreaITES/BPO/Customer Service
 
 
 Required Education Bachelor Degree
 
 
 Employment TypeFull Time, Permanent
 
 
 Key Skills
 
 
 <ul>
 <li>
 CATALOGUE
 </li>
 <li>
 P 2 P
 </li>
 <li>
 SAP ARIBA
 
 
 </li>
 </ul>
 Other Information
 
 
 Job CodeGO/JC/1040/2025
 
 
 Recruiter NameRamya V
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Senior Associate - P2P - GO/JC/1040/2025

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 Job Description
 
 
 
 Lead, manage, and develop a service desk team of 50�100 professionals across multiple shifts.
 
 
 Ensure smooth delivery of IT support services in line with SLAs, KPIs, and customer expectations.
 
 
 Drive incident management, request fulfilment, escalation handling, and problem resolution.
 
 
 Implement ITIL best practices to optimize efficiency and service quality.
 
 
 Monitor performance metrics, generate reports, and provide insights for continuous improvement
 
 
 
 Skills Required
 
 
 
 RoleOperations Manager - Service Desk
 
 
 Industry TypeITES/BPO/KPO
 
 
 Functional AreaITES/BPO/Customer Service
 
 
 Required Education Bachelor
 
 
 Employment TypeFull Time, Permanent
 
 
 Key Skills
 
 
 <ul>
 <li>
 PMP
 </li>
 <li>
 SERVICEDESK
 
 
 </li>
 </ul>
 Other Information
 
 
 Job CodeGO/JC/1118/2025
 
 
 Recruiter NameMaheshwari Balasubramanian
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Operations Manager - Service Desk - GO/JC/1118/2025

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 Job Description
 
 
 
 Job Title - Delivery Manager PTP
 
 
 Location - Nagpur
 
 
 
 Candidate expectation
 
 
 
 Candidate should have 10 � 15 years of relevant experience.
 
 
 Should have Finance and Accounting exposure, working Procure to pay domains.
 
 
 Hands-on experience in operating on AP workflow across industries.
 
 
 Understanding of P2P controls and compliance.
 
 
 
 Key Roles &amp; Responsibilities
 
 
 
 Responsible for ensuring that all deliverables that come through the Team are actioned as per agreed SLA's including a 'hands on' approach in all aspects of the Team
 
 
 Ensure that all processes are as per the agreed governance, guiding and educating the wider teams on the correct ways of working and making improvements if necessary
 
 
 Working with approvers to ensure approvals and PO related queries are released in a timely manner and within the agreed timeframes.
 
 
 Ensure the process updated is validated, recorded, and incorporated in SOP
 
 
 Ensure VAT compliance in processes followed by teams
 
 
 Strong knowledge of dispute management is essential
 
 
 Specialists will review accounting coding and approvals, answer vendor inquiries and reconcile vendor statements.
 
 
 Accurate maintenance of P2P Team records; produce regular reports on the demand/input through the Team and present at Team meetings
 
 
 Ensure that invoices are processed quickly and efficiently and working with Accounts payable/Finance to resolve any queries as required
 
 
 Maintain and support improvement of the 'Purchase to Pay' process, policies, and procedures in collaboration with key stakeholders (e.g., Finance {BU}, GPO, IT Asset Management),
 
 
 Annual appraisals of P2P Team
 
 
 Oracle essential. Lead Six sigma projects within P2P process. IT Literate.
 
 
 Monitor and govern P2P sub-processes, timely reporting, stakeholder management
 
 
 Excellent communication skills both verbal and written.
 
 
 Exposure of P2P volume and SLA baselining.
 
 
 Ability to crate process documents � SOP, Process Maps, FMEA, RACM, etc. Ability to work independently delivering to tight deadlines.
 
 
 
 Skills Required
 
 
 
 RoleManager � Delivery Manager PTP- Nagpur
 
 
 Industry TypeITES/BPO/KPO
 
 
 Functional Area
 
 
 Required Education B Com
 
 
 Employment TypeFull Time, Permanent
 
 
 Key Skills
 
 
 <ul>
 <li>
 ACCOUNTS PAYABLE
 </li>
 <li>
 P 2 P
 </li>
 <li>
 PROCURE TO PAY
 
 
 </li>
 </ul>
 Other Information
 
 
 Job CodeGO/JC/928/2025
 
 
 Recruiter NameMarilakshmi S
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Manager � Delivery Manager PTP- Nagpur - GO/JC/928/2025

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 Job Description
 
 
 
 Job Title: Customer Service Manager � Senior Manager - Kolkata (Diversity Candidates Only)
 
 
 
 Candidate Expectation And Roles &amp; Responsibilities
 
 
 
 14+ years of operations experience within an international voice process
 
 
 Responsible for managing the operations for a leading US client.
 
 
 This is a key leadership role with P&amp;L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company
 
 
 Successful track record in growing and inspiring large teams, with proven ability to select, attract, motivate, retain, and develop leaders and team members
 
 
 Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
 
 
 Proven ability to drive performance and grow businesses
 
 
 Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders.
 
 
 Strong internal client-facing skills with excellent communication, negotiation and conflict management skills.
 
 
 Analytical acumen and the ability to streamline complex processes.
 
 
 MBA/ PG Degree
 
 
 
 Skills Required
 
 
 
 RoleCustomer Service Manager � Senior Manager - Kolkata
 
 
 Industry TypeITES/BPO/KPO
 
 
 Functional Area
 
 
 Required Education B Com
 
 
 Employment TypeFull Time, Permanent
 
 
 Key Skills
 
 
 <ul>
 <li>
 CUSTOMER SUPPORT
 </li>
 <li>
 CUSTOMERSERVICE
 </li>
 <li>
 INTERNATIONAL VOICE PROCESS
 
 
 </li>
 </ul>
 Other Information
 
 
 Job CodeGO/JC/927/2025
 
 
 Recruiter NameHemalatha
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Customer Service Manager � Senior Manager - Kolkata - GO/JC/927/2025

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 Job Description
 
 
 
 Sr Associate / Asst Manager - Quality Analyst - Noida
 
 
 We are seeking an experienced Quality Analyst to join our team in Noida. The ideal candidate will have a strong background in Quality Assurance, Quality Analysis, and Customer experience. The successful candidate will be responsible for ensuring the highest standards of quality in our Contact Centre Operations and will play a vital role in driving business growth and excellence.
 
 
 Location
 
 
 Noida
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Conduct call audits and quality checks to ensure adherence to quality standards
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 <li>
 Analyze call centre metrics and create reports to identify areas for improvement
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 <li>
 Develop and implement quality improvement plans to drive business excellence
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 <li>
 Collaborate with the team to ensure seamless day-to-day operations
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 <li>
 Identify trends and patterns in customer interactions to inform business decisions
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 <li>
 Develop and lead training programs to enhance customer experience
 </li>
 <li>
 Work closely with the management team to align quality objectives with business goals
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 3 to 15 years of experience in Quality Analyst
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 <li>
 Proven track record of delivering quality improvement initiatives
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 <li>
 Strong analytical and problem-solving skills
 </li>
 <li>
 Excellent communication and leadership skills
 </li>
 <li>
 High level of expertise in 7Qc tools for Quality Assurance and Quality Analysis
 </li>
 <li>
 Experience with call centre metrics and reporting
 </li>
 <li>
 Strong understanding of customer experience and its impact on business
 
 
 </li>
 </ul>
 
 Skills Required
 
 
 
 RoleSr Associate/ Asst Manager - Quality Analyst - Noida
 
 
 Industry TypeITES/BPO/KPO
 
 
 Functional Area
 
 
 Required Education Bachelor Degree
 
 
 Employment TypeFull Time, Permanent
 
 
 Key Skills
 
 
 <ul>
 <li>
 CALL AUDIT
 </li>
 <li>
 QUALITY CHECK
 </li>
 <li>
 CALL CENTER METRICS
 </li>
 <li>
 QUALITY ASSURANCE
 </li>
 <li>
 QUALITY ANALYST
 </li>
 <li>
 QUALITY ANALYST - CONTACT CENTER OPERATIONS
 </li>
 <li>
 QUALITY ANALYST
 </li>
 <li>
 CUSTOMER EXPERIENCE
 </li>
 <li>
 REPORTING
 
 
 </li>
 </ul>
 Other Information
 
 
 Job CodeGO/JC/1010/2025
 
 
 Recruiter NameSubashini
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Sr Associate/ Asst Manager - Quality Analyst - Noida - GO/JC/1010/2025

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