Director of Quality, Tech

Role Overview: As the Director of Quality Assurance at TP, your main responsibility will be to ensure that all services meet quality standards according to clients" business requirements. Your key objective will be to understand customer expectations and needs, aligning with TP's Quality standards, and managing the quality control process for Technology clients. Key Responsibilities: - Manage and focus on reviewing key drivers, metrics, and operational processes for Technology accounts - Implement the BEST QA framework for Technology accounts - Demonstrate commitment to internal customer satisfaction - Define audit strategies for maximum improvement in quality performance - Use smart logic in sampling for transactional audits - Optimize QA staff for maximum efficiency in productivity and accuracy - Ensure complete audit coverage operator-wise as per the audit plan and budgeted manpower - Analyze the reasons for errors and concentrations of errors for improvement - Conduct root cause analysis (RCA) for escalations within operations - Review and redefine the end-to-end non-compliance monitoring process - Conduct daily hygiene checks on KPI outliers (operators) like AHT, CSAT, and FCR to improve performance - Design Key Performance Indices and define Key Responsibility Areas for QA staff - Recommend KPI changes as required to improve performance - Manage the end-to-end QA employee lifecycle in operations - Manage manpower budget and hiring of QA staff - Responsible for career development and growth paths for QA staff - Drive continuous improvement initiatives and automation opportunities to improve effectiveness and build efficiencies in the program - Involve yourself in RFP for new accounts and manage transitions as part of the Quality function Qualifications Required: - 12+ years of experience in the service industry with 5-7 years in a Quality managerial role - Good experience in managing Technology accounts - Quality/Process control/Six Sigma certification is preferred - Experience in CSAT/NPS metric management - Experience in Technical programs will be an added advantage - Customer Service Orientation - Excellent verbal and written communication skills - Data analysis and statistical aptitude - Good interpersonal skills - Quality improvement project delivered using PDCA/Six Sigma or LEAN Methodology - Exposure to handling clients and operations stakeholders independently - Advanced Excel Skills, preferably expertise in Power BI, Tableau, etc., will be preferred - Six Sigma/LEAN or Equivalent certification is preferred - Skills for planning, assigning, and directing work - Ability to coach, develop action plans that maximize performance, and provide effective feedback (Note: Omitting the Additional Company Details section as it does not contain specific job-related information),