Ensure timely incubation of QCAs in allocated processes and ensuring that QC deliverables (monitoring, feedback, production, reporting, Utilization) targets are met
Assist in set up of Quality Compliance function for business processes in coordination with Operations and/or Migrations Team
Timely and accurate reporting of the internal rating on the SLA parameters; timely and accurate reporting of quality performance
Conduct regular Gage R & R / calibrations sessions internally and/or with clients
Perform ongoing reviews to ensure compliance to QSD and facilitate in changes in QC procedures
Drive compliance in business processes to internal standards and third-party certification standards by providing support to Operations in closure of audit findings
Work closely with Customer Experience team to drive improvement in C-Sat and soft skills
Actively work with GB / BB to identify improvement areas and/or in improvement projects and initiatives like AIM (All Ideas Matter)
Train / mentor QCAs on quality tools and concepts (eg., QC Induction program)
