Key Responsibilities

Quality & Performance Management

• Manage the overall Quality function and ensure consistent delivery against all Internal and Client-defined KPIs.
• Strengthen and evolve Quality Management frameworks and governance models to improve quality outcomes and customer experience.
• Ensure accurate capture, tracking, and reporting of SLA / SLO metrics, aligning reports to client requirements.
• Evaluate the effectiveness of Training & Transaction Quality (T&TQ) interventions using data-driven insights.
• Drive calibrations, quizzes, D-SAT scrubbing, reviewer reviews, and consistency checks to ensure standardized quality evaluations.
• Support Quality and Compliance teams to conduct audits, follow-ups, and corrective actions based on audit findings.

Process Improvement & Analytics

• Lead process improvement initiatives using Lean Six Sigma / DMAIC methodology.
• Identify improvement opportunities using metrics such as Resolution Rate, Transfer Rate, NPS, FCR, CSAT, etc.
• Generate out-of-the-box ideas to enhance efficiency, quality, and customer experience.
• Independently run DMAIC projects end-to-end, delivering measurable business impact.
• Drive process controls, risk mitigation, and compliance adherence across operations.

Stakeholder & Client Management

• Act as a key interface with internal functions (Operations, Training, Compliance, WFM, HR) to drive alignment.
• Manage internal and external client interactions, including reviews, governance forums, and escalations.
• Lead Client Escalation Management, ensuring timely resolution and prevention of recurrence.
• Deliver high-quality presentations and data-backed insights to senior management and clients.

People Leadership & Capability Building

• Manage and control quality team attrition through engagement, career development, and coaching initiatives.
• Groom and develop Quality talent in-house, creating strong succession pipelines.
• Provide leadership, direction, and motivation to build high-performing Quality and Compliance teams.
• Develop and maintain a training calendar based on robust Training Needs Analysis (TNA).
• Foster a culture of continuous improvement, ownership, and accountability.

Key Skills and knowledge:

Technical & Functional Skills

• Strong experience in Transaction Quality and Training Quality (T&TQ) within a BPO environment.
• Banking domain experience with solid understanding of customer service and customer experience drivers.
• Complete understanding of Lean Six Sigma / DMAIC with the ability to independently run improvement projects.
• Strong analytical ability to interpret large data sets and derive actionable insights.
• Excellent working knowledge of QA tools, audit frameworks, and analytical methodologies.
• High proficiency in MS Excel and strong working knowledge of analytical and reporting tools.
• Good knowledge of MS Office applications (PowerPoint, Word, Excel).

Behavioral & Leadership Skills

• Excellent communication and presentation skills, both verbal and written.
• Proven client-facing experience with the ability to engage senior stakeholders confidently.
• High level of maturity to manage clients, stakeholders, peers, and large teams.
• Strong people management, coaching, and mentoring capabilities.
• Detail-oriented with strong organizational, planning, and decision-making skills.
• Ability to prioritize tasks, meet deadlines, and perform under pressure in an unstructured environment.
• Self-motivated, results-driven, and capable of driving initiatives to closure.
• Flexible to work in a 24x7 environment, including night shifts and weekends as required.

Education Qualification: Graduation