Deputy Manager - Transactional Quality - Pune

Roles and Responsibilities:

• Manage a team of 10-12 quality assurance associates and assistant managers

• Develop and implement effective quality assurance framework

• Define sampling strategy and develop quality standard document for each process

• Ensure audit targets are completed for all processes as per the defined sample size

• Ensure error notifications are sent to the stakeholders in a timely manner

• Ensure root cause analysis is performed for all internal and external (client comebacks) errors in an effectively and timely manner

• Ensure coaching and feedback is provided to all agents

• Ensure corrective and preventive action plans are developed for all internal and external (client comeback)errors

• Ensure team performs follow-ups on the implementation of the action plans and perform reverification on the corrective actions implemented by operations

• Ensure bottom quartile(BQ)management and training need identification (TNI)activities are conducted on a monthly basis

• Ensure internal/external calibration sessions are conducted as per the defined frequency

• Ensure various trending and calibration reports are sent to the stakeholders in a timely manner

• Ensure team contribute towards process improvements through brainwaves, kaizen, etc

• Prepare teams for various internal and external audits such ISO and Risk audits

• Ensure ISO compliance checklist is updated and QA compliance report published on a monthly basis

• Identify gaps in the process and recommend improvement opportunities

• Develop effective control framework to manage performance of the quality assurance associates and the process. Complete monthly one-on-one sessions with the quality associates.

Skills Required:

• Analytical skills

• Coaching and Feedback

• Effective Communication skills

• Conflict management

• Time management

• Interpersonal skills

• Microsoft-Office

• Quality Tools