- Develop and implement quality management systems (QMS) to ensure compliance with industry standards and regulations
- Establish quality objectives and key performance indicators (KPIs) to monitor and improve overall product and process quality
- Lead cross-functional teams in identifying, analyzing, and resolving quality issues using different methodologies (COPC, Six Sigma, PDCA, 7 QC tools etc)
- Conduct root cause analysis (RCA) and implement corrective and preventive actions (CAPA) to address quality issues
- Plan and conduct internal audits to assess the effectiveness of the QMS and identify areas for improvement
- Use quality tools such as Failure Modes and Effects Analysis (FMEA), Control Charts, Box plot etc to monitor and improve process performance
- Automation and RPA: Collaborate with the automation team to identify repetitive tasks that can be automated, and assist in the implementation and monitoring of RPA solutions
- Act as a primary POC between the QA teams, OPS clients
Recommended responsibilities include but are not limited to the following:
- Lead, manage, motivate, and mentor a team of Quality Analysts
- Drive consistency to ensure the strong quality performance and alignment across all programs
- Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across program
- Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads
- Implement and drive the QA process and structure
- Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders
- Implement initiatives and projects to counteract any possible trends, drive business KPIs
- Aggregate audit findings and analyze gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency
- Analyse quality and performance trends to provide recommendations for program improvement
- Responsible for the delivery of vendor quality metrics at MBRs and QBRs
Key skills knowledge:
- Certification in Six Sigma (Green Belt is desirable
- Excellent problem-solving and analytical skills
- Strong leadership and communication skills, with the ability to work effectively with cross-functional teams
- Attention to detail and a commitment to maintaining high-quality standards
- Excellent MS Office skills (presentation excel)
- Should have good knowledge of FMEA - identification and mitigation of vulnerabilities
- Excellent knowledge of Quality Analytical tools
- Should be well versed with Qualitative concepts
- Should have worked on process improvement projects driving
