8.0 - 13.0 years

9 - 10 Lacs

Navi Mumbai, Maharashtra, India

On-site

Job Description 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

Posted 1 week ago

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