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

Educational Qualification: Graduation