Manager - Quality

Requirements

• Quality Excellence/Assurance
• TBASS
• KPIs & KRAs Majorly - NPS (Actions taken to improve).
• Expertise as Quality leaders on Process improvements
• Training Flashes
• Good knowledge on statistics tools
• QC tools and methodology
• Projects and Improvisation
• Certifications
• RCA
  

Ensures analysts meet standards for monitoring in an objective fashion all customer contact points.Responsible for the quality standards set by account management and Joint Venture client.Works with Operations, Training and client as consultant as well as regulator of quality issues.

People Management

Handles and resolves resistance of the team to change as it involves conflicting views and opinions.Conducts training meetings. Expands training knowledge through seminars and keeping abreast of current training issues.Works with Training Manager and Operations Managers to provide trend reports to address any issues that need refresher training or that may be newly discovered.Works with QA Team Leaders to resolve grievances.Develops and trains team members through coaching, providing work advise and motivation.

Process Improvement

Recommends corrective services within client limits to adjust customer complaints.Provides continuous improvement of processes and systems.

Technical

Designs and implements reports to establish patterns and trends of quality issues as they may arise.Able to provide quantifiable data to all quality judgments that are made.