Quality Operations Manager - BPO

Job Responsibilities

1. Meeting & exceeding defined KPIs
2. Initiate KPI projects
3. Proactive identification of possible risks through early warnings
4. Client interactions
5. Manage and develop improvement plans in liaison with other department(s)
6. Manage Operations Quality Team
7. Effective resource utilization
8. Conduct team review and performance related discussions
9. Able to motivate team members
10. Career planning
11. Assures effective process and policy mechanisms are in place
12. Develops and assures compliance with the Service Level Agreements between internal and external customers
13. Assures confidentiality and integrity of data
14. Assures implementation of compliance with the Information Technology Standards (System checks, whitelist)
15. To oversee risk management activities across the Program
16. Developing, establishing, and maintaining an effective compliance and ethics program designed to prevent, monitor, detect, and respond to non-compliance and recommend corrective actions to fully meet regulatory requirements.
17. Identify and address compliance gaps (issues or processes where compliance risk exposure exists or accountability is not clear), particularly where such issues involve more than one functional unit.