Manager, Quality

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and longterm partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our rightshore delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our clientele includes Fortune 500 & FTSE 100 companies

• Create processes to enable quality interventions and practices across the life cycle of an employee- from hiring to production.
• Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes.
• Partner with operations, training, Process Excellence, Analytics to deliver on key customer and compliance metrics for the site
  Enhanced client delivery through process improvement, automation.
• Reduce business costs through innovation and automation.
• Working knowledge of Automated QA, QMS, ML, AI & RPA practices
• Manage health of compliance and business risk for all accounts by preempting risks and managing it timely
• In touch with industry standards of QA practices and partnering with cross functional teams to bring it to life
• Partner with training on TNI and advisor improvement journey
• Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client.
• Create & implement robust QA framework including measurement criteria, sampling design, insights and analysis structure & governance.

People Delivery

• Manage a team of quality Leads, AMs Managers & Sr. Managers for various businesses.
• Plan people development and succession planning for team.
• Identify KSA and plan upskilling of the team to meet business and industry standard.
• Responsible for peoples annual goals and month on month review
• Create a culture of Customer experience across all teams.

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