Company Description
NA
Job Description
Primary Duties & Responsibilities
- 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
- Overall work experience of minimum 6-8 yrs.; minimum 3-4 yrs. experience in Quality
- Lean Six sigma Black belt certified
- Experience in automation of aspects of Quality function
- Working knowledge of Excel, Minitab & Power BI
- Knowledge & experience of ISO, Agile methodology & demonstrates digital mindset
- Should have analytical bent of mind along with lateral thinking.
- Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset
- Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change
