Role and Key Responsibilities:

• Develop and implement quality management systems (QMS) to ensure compliance with industry standards and regulations
• Establish quality objectives and key performance indicators (KPIs) to monitor and improve overall product and process quality
• Lead cross-functional teams in identifying, analyzing, and resolving quality issues using different methodologies (COPC, Six Sigma, PDCA, 7 QC tools etc)
• Conduct root cause analysis (RCA) and implement corrective and preventive actions (CAPA) to address quality issues
• Plan and conduct internal audits to assess the effectiveness of the QMS and identify areas for improvement
• Use quality tools such as Failure Modes and Effects Analysis (FMEA), Control Charts, Box plot etc to monitor and improve process performance
• Automation and RPA: Collaborate with the automation team to identify repetitive tasks that can be automated, and assist in the implementation and monitoring of RPA solutions
• 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 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 analyze gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency
• Analyze 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: 

• Certification in Six Sigma (Green Belt is desirable
• Excellent problem-solving and analytical skills
• Strong leadership and communication skills, with the ability to work effectively with cross-functional teams
• Attention to detail and a commitment to maintaining high-quality standards
• 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