Manager I, Quality

Job description

• Manage Quality KPI for multiple accounts
• Manage and control attrition and effective employee engagement activities
• Drive continuous improvement program across processes
• Undertake detailed process improvement studies and up skill team members
• Drive culture of continuous improvement
• Provide quality support, development of metrics and dashboards in line with customer requirements
• Lead a team, coordinate with other location and drive standardized practices
• Meet and exceed client metrics: External & internal quality metrics to be consistently green
• Strengthen quality management processes/framework to improve quality delivery
• Accurately capture SLA/SLO Metrics, the reporting needs of all clients and set up/customize processes to seamlessly meet clients expectations
• Generate and implement out of the box ideas and Process Improvement Initiatives in the process
• Drive Process Control & Compliance in addition to managing the Audit requirements
• Ensure Knowledge consistency through calibrations, Quizzes, D-Sat Scrubbing etc
• Key skills and knowledge:
• 3+ years of experience in Trust and Safety(Content Moderation)
• Bachelors degree preferred
• Six Sigma Black belt/ Green Belt certified
• Demonstrated success in Transactional Quality
• Thorough knowledge of MS office tools like Power point , project, excel are critical for the job
• Strong communication skills
• Knowledge of six sigma and lean methodology- desirable
• Good facilitation skills
• Flexible approach to tackling projects
• Good team player
• Good Presentation skills
• Excellent Transactional Quality Domain Knowledge
• Persuasive, collaborative and influencing skills
• Strong interpersonal skills to manage client expectations/engagements effectively