Role and Key Responsibilities:
- 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 the 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 analyse 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 management reviews
Key skills & knowledge:
- Excellent communication & interpersonal skills
- 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 Customer Experience, Process Improvements & Profitability
