Role and Key Responsibilities:

• Act as a primary POC between the QA teams and clients.  
• Recommended responsibilities include but are not limited to the following:  
• Lead, manage, motivate, and mentor a global team of Quality Analysts  
• Drive consistency to ensure the strong quality performance and alignment across all programs.
• Deliver 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 communicate 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 MBRs and QBRs  

Key skills & knowledge: 

• People Management skills
• Ability to drive initiatives to closure.
• Ability to deal with all levels of employees.
• Ability to provide leadership, direction, and motivation to build high performing teams.
• Analytical and Quantitative skills
• Excellent Communication skills
• Data Handling / data interpretation skills
• Good working knowledge of Transaction Quality systems, tools, and technologies.
• Should understand Transitions, which is spread between the Handover, Start-up, Manage and Exit phases to be able to manage Transaction Quality functions effectively.
• High level of maturity to handle people including but not limited to client, stake holders, peers etc.
• Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure.
• Detail oriented, Strong organizational and Presentation skills
• Flexible to work in a 24X7 environment (night shifts and weekends basis scope)
• Six Sigma certified (Preferred)
• Knowledge of quality tools/ structures / Process Mapping / SOP (BPMS) creation etc.

Educational Qualification: Graduation