Assistant Manager Quality

Job Description

BFSI Domain experience mandatory into Quality Domain !!!Brief description of position (key role & responsibilities):FUNCTIONAL/ OPERATIONAL:Manage quality program in line with BEST QA Framework requirementsPrepare QA staffing and scheduling plan as per frequency definedFacilitate achievement of quality SLA’s and sampling targetsConduct calibration sessions as per schedule and publish reportsFacilitate on-time Quality reporting at group and program levelsConduct & Publish RCA for not meeting Quality/CSAT/ FCR metricsManage client calibration and process change sessionsWork in tandem with operations on frontline intelligence gathering for process improvementsResolve disputes arising out of audit related issuesManage and track process average time to feedback and quality of feedback deliveredCreate weekly/ monthly review presentations for internal and external teamsTEAM RELATED:Certification management for Quality AnalystPrepare and track QA performance plans for team membersDrive quality improvement from QA TeamManage QA team motivation, development, and engagement.CLIENT SPECIFIC / ORIENTED:Communicate with client quality and operations teamPresent WBR & MBR in tandem with operationsDeliver customer service improvement projectsRotational shiftWeek Offs- RotationalQualification:Graduate in any disciplineAttended training on BEST Quality FrameworkTraining or Certification on Quality Improvement approach (Six Sigma/LEAN/ISO) PreferredOther requirementsDomain/functional expertise areas:Adept at QA Management planningCapability in conducting measurement system analysisGood Excel Skills & Reporting skillsUnderstanding of quality management systemGood Verbal and Written CommunicationVariance Management, Root cause analysis and Storyboarding capabilityCritical competencies for the position:Supports Innovation & Continuous ImprovementTakes Initiatives to Deliver Team ObjectivesCoaches, Trains & Develops quality team membersQuality Improvement focus