Quality Manager

Role & responsibilities

• Responsible for creating a robust Quality structure that is aligned to the business, compliance & operational requirements,
• Responsible to ensure the required number of evaluations i.e., Quality, CSAT, Complaints etc. are completed as agreed with operations and Clients
• Administers the feedback and Coaching process is documented and in line with the compliance and operational requirements
• In charge of maintaining evaluations completed by the quality team in the central data base as defined by operations/clients
• Report performance and statistics through daily and weekly reports submitted to the Quality Team and Operations.
• Ensure that regular Gauge RNR & Calibrations are conducted with Internal operations team to maintain level of knowledge of the supervisory staff
• Ensures that all relevant staff understand the compliance expectations, Quality guidelines and Complaints management processes
• Gauging effectiveness of daily/weekly briefings and cascading updates to all on the operations floor by conducting dipstick checks on a regular basis.
• Prepare/reviews reports based on the quality scores of the advisors.
• Provide analysis on areas of opportunity and action plans to improve performance
• Ensures there is a thorough audit mechanism to gauge effectiveness of Quality monitors. Monitors completed need to be within the given level of variance set by the business/clients
• Aligning quality analysts to respective teams to ensure the daily / weekly / monthly quality activities are covered with all operational teams
• Administers shift timings & leaves for the Quality team in line with operational and client requirements
• Responsible to create presentations displaying metric performance/strategic initiatives/Updates as and when required
• Expected to attend and represent WBR/MBR with clients/operations for respective processes as and when delegated by respective managers
• Needs to ensure that Quality certifications / recertification is completed as agreed with operations / clients
• Ensures respective Quality Analysts complete their monthly activities i.e. Quality Calibration, Process Knowledge Test, Gauge RNR & any other activity required for the specific process.
• Participates in Process Level Con calls with Clients & Operations to understand requirements leading to actions that meet the process requirements & client expectations

Ensuring that regular updates and reports are sent to the Operations Team (Operations Manager, Team managers, Team Leaders) & respective Stakeholders

Preferred candidate profile