Director Quality

• Responsible for managing the Quality Assurance program for the Region of North America, Europe and Latin America
• Understand the Quality Approach of the Verticals and Accounts
• Responsible for the overall delivery of the Quality department
• Initiate, and Review Standardisation Drives and Improvement Projects
• Accountable for ensuring clear visibility of the Opportunities of the Performance Parameters, Critical KPIs
• (Quality Audit, CSAT, AHT, NPS, Repeat, FCR, Sales, Conversion, Up/Cross Sell, TAT, Cycle Time, Accuracy Levels)
• Guide the Team to provide Business Intelligence to the Internal Stakeholders and Clients
• Accountable for Hygiene and Integrity of Operations. Ensure adherence to transactional compliances (ZTP, SQV, Regulatory Norms)
• Ensure actions on integrity, compliance and hygiene is closed looped on time
• Responsible for assisting Operations on optimising Quality Based Rewards and Penalties for the accounts
• Ensure Client Relationship by managing Expectations, maintaining Communications, and delivering Commitments
• Mentor and Review Improvement Projects
• Ensure Continuous Skill Development and Refresh Attained Skills of members of the Quality Team
• Clearly outline and suggest actions on Inputs to ensure qualitative Outputs meet internal and client targets
• Ensure rational and justified use of Analytical Tools and Improvement Methods for optimum effectiveness
• Manage and Optimise Cost of Quality (Spans, Productivity, Staffing, Automation, etc.)
• Performance/Outlier Management of Quality Team
• Quality Best Practices (QA Call Taking, Audit The Auditor, Calibration, Dispute Management, Focussed Audits etc.)
• Risk Assessment and Mitigation of the Account and Location (FMEA etc.)
• Process Audits on SOPs, SOWs, Standards (Security/ISO/COPC etc.)

Additional Requirements

• Mentor and review, cross Partner Improvement Projects and Initiatives
• Mentor and Review cross functional improvement projects and initiatives
• Training on Six Sigma YB/GB, Lean, Audit, Graphing Techniques, High Performance Management Techniques, Quality Best Practices

Skills

• Trained/Certified Six Sigma Green Belt, Lean Facilitator, Process Audits, BPM, SOP Creation, COPC RC Certification
• Cross Vertical and Cross Location Team Management