Director of Quality

The Responsibilities & Duties •

Being highly analytical and will manage and focus on review of key drivers, metrics and operational processes for Technology accounts

• Managing BEST QA framework Implementation for Technology accounts

• Demonstrate commitment to program internal customer satisfaction

• Defining audit strategies to ensure maximum improvement in quality performance

• Using smart logic in sampling for transactional audits

• Optimizing QA staff for maximum efficiency (productivity and accuracy)

• Ensuring complete audit coverage operator wise as per audit plan and budgeted manpower

• Analyzing the reason of errors and concentrations of errors for improvement

• Ensuring RCA (root cause analysis) for escalations within operations

• Reviewing and redefining end to end non-compliance monitoring process

• Conducting daily hygiene checks on KPI outlier (operators) like AHT, CSAT and FCR to improve performance

• Designing Key Performance Indices and defining Key Responsibility Area for QA staff

• Recommending KPI changes as and when required to business to improve performance Managing end to end QA employee life cycle in operations

• Managing manpower budget and hiring of QA staff

• Responsible for career development and growth path for QA staff

• Drive continuous improvement initiatives and automation opportunities to improve effectiveness and build efficiencies in program.

• Involve self in RFP for new accounts and managing transition as part of Quality function

The Qualifications •

Graduation degree • 12+ Years Experience in Service industry with 5 – 7 Years in Quality managerial role and must have 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.

• 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 Skill 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 which maximize performance and provide effective feedback