Manager - Quality

As a Quality Manager, you will be responsible for ensuring Quality Excellence and Assurance in the organization. Your key responsibilities will include: - Monitoring KPIs & KRAs with a major focus on NPS and taking necessary actions to improve it. - Demonstrating expertise as a Quality leader in driving Process improvements. - Conducting Training Flashes to enhance team skills and knowledge. - Utilizing statistics tools and QC tools/methodology effectively. - Leading Projects and improvising processes. - Obtaining relevant certifications to stay updated in the field. - Ensuring that analysts meet the set standards for monitoring customer contact points objectively. In terms of People Management, you will be expected to: - Handle and resolve team resistance to change by addressing conflicting views and opinions. - Conduct training meetings and stay updated on current training issues through seminars. - Collaborate with Training Manager and Operations Managers to provide trend reports for addressing training needs and resolving grievances. - Develop and train team members through coaching, advice, and motivation. Your role will also involve Process Improvement by: - Recommending corrective measures within client limits to address customer complaints. - Continuously improving processes and systems to enhance quality standards. From a Technical perspective, you will be required to: - Design and implement reports to identify patterns and trends of quality issues. - Provide quantifiable data to support quality judgments and decisions. If there are any additional details about the company in the job description, please provide them for a comprehensive understanding of the role.,