Quality Supervisor/Quality Lead - Navi Mumbai

Role & responsibilities

As a Quality Team Leader, think of yourself as a medium for continuous improvement, not just for yourself and for your immediate team, but for the rest of the operational teams you will support. As Quality team leader (QTL), you will supervise a team of quality analysts and work with them in developing methods and standards for quality. You will conduct audits, attend business reviews and calibration sessions, all meant to detect areas of opportunity. You will collaborate with other departments in addressing these areas of opportunities and help design new processes, guidelines, and policies as the larger team continues to strive for operational excellence. Roles and Responsibilities: Calculation of monthly audit targets and work distribution amongst quality analysts (QAs) Drive audit target completion Gather inputs from QAs, basis audits, for briefings and training needs identification Report performance for aligned span on a daily/weekly/monthly basis Based on common customer concerns, suggest process/system improvements with quantified improvement opportunity Attend the weekly business review with Campaign TL/OM/client Coordinate with Training to develop training needs analysis Participate in strategic projects for the campaign/LOB Interview, onboard, and train new QAs Train aligned span on use of quality tools and analysis from time to time, or as planned by the organization Complete audit-over-audits for the QAs on the team Coach QAs for improvement and ensure their knowledge is up to date Maintain performance stack rank for QAs; complete quarterly performance reviews Conduct cross-functional calibration sessions for QAs, Ops, and Training Maintain change management log for the quality form and rubric Drive quality initiatives, contests, and campaigns for the assigned span Be updated on process/product knowledge and serve as SME for the campaign/LOB Technical skills: Ability to use quality tools for analysis and data interpretation Advance Excel/Google sheets skills necessary to facilitate data management and analysis Possesses problem solving and process improvement skills Knowledge of Six Sigma/Lean principles At least six (6) months experience in managing a team of QAs Previous experience in related environment preferred

P.S : This is a non IT role, it is related to BPO operations and does not include software testing/audits.

Preferred candidate profile

Perks and benefits