Manage Next-Gen Shared Services Quality Organization by consistently Raising-the-bar on service-delivery standards & enable low-risk & zero-surprises BAU
Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
Effective deployment of RCA framework including communication, follow through & training
Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook
Digitalization & mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework
Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience
Ensure continued alignment of account to ISO standards through checks & audits
Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring
Qualifications
Graduate / Post Graduate
At least 10-12 years overall work experience in the BPO industry
At least 6 years in Quality, as a Manager
Preferably with experience in handling a Healthcare account - customer service
Yellow Belt/Green belt Lean Six Sigma certified
Experience in automation of aspects of Quality function
Knowledge & experience of Agile methodology & demonstrate a digital mindset
Should have analytical bent of mind along with lateral thinking.
Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change
