With robust experience in Quality, specifically transaction monitoring
Collaborate with senior management and staff to develop strategic plans; coordinate with other departments to establish open communications systems that ensure information is mutually shared to achieve optimal results
Develop and retain team of quality leaders, providing coaching and development opportunities that continuously build and expand both the individual and the team capabilities and bench strength
Drive continuous improvements and quality performance of metrics such as quality, customer experience, NPS, etc.
Select, train, develop, and manage performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization's policies and applicable legal requirements
Manage department resources and provide leadership to ensure that production and quality work meets company goals
Participate with cross-functional departments in strategic decisions designed to meet quality and service goals
Identify, analyze, and resolve a wide range of technical, process, and Quality issues, providing quick and decisive solutions
Recommend modifications to organizational policies and procedures and reinforce the company's direction, vision, and values; partner with process owners and respective supporting personnel to formulate and implement process management procedures, goals and objectives
Create departmental goals, objectives, and strong relationships with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
Responsible for driving consistent Quality Delivery across multiple sites for the program.
Own and execute Global Initiatives & Projects such as Quality Framework Deployment, standardizing Quality Practices, common Governance, metrics reporting etc.
Primary Quality SPOC for Client to ensure consistent communication and expectations for quality
Provide strategic guidance to each country's Quality Managers
Mentor and develop new and existing Quality Managers
Help make decisions that will lead to improvement in Quality processes
Share responsibility with local teams in driving Quality Metric, which is directly tied to incentives
Attend business reviews, internal and client-facing (weekly, monthly, quarterly, yearly)
Requirements
Must be Graduate of a bachelor's degree or the equivalent
Relevant experience in the BPO Industry to be at least 10 years and in the QA LEADERSHIP of 3-5 years
Thorough experience of working in a customer support environment
