Role & responsibilities

FUNCTIONAL/ OPERATIONAL:

- Manage quality program in line with BEST QA Framework requirements

- Prepare QA staffing and scheduling plan as per frequency defined

- Facilitate achievement of quality SLAs and sampling targets

- Conduct calibration sessions as per schedule and publish reports

- Facilitate on-time Quality reporting at group and program levels

- Conduct & Publish RCA for not meeting Quality/CSAT/ FCR metrics

- Manage client calibration and process change sessions

- Work in tandem with operations on frontline intelligence gathering for process improvements

- Resolve disputes arising out of audit related issues

- Manage and track process average time to feedback and quality of feedback delivered

- Create weekly/ monthly review presentations for internal and external teams

TEAM RELATED:

- Certification management for Quality Analyst

- Prepare and track QA performance plans for team members

- Drive quality improvement from QA Team

- Manage QA team motivation,



development, and engagement.

CLIENT SPECIFIC / ORIENTED:

- Communicate with client quality and operations team

- Present WBR & MBR in tandem with operations

- Deliver customer service improvement projects

Preferred candidate profile

- Graduate in any discipline

- Attended training on BEST Quality Framework

- Training or Certification on Quality Improvement approach (Six Sigma/LEAN/ISO) Preferred

- Designation AM quality on papers into international domain

- Adept at QA Management planning

- Capability in conducting measurement system analysis

- Good Excel Skills & Reporting skills

- Understanding of quality management system

- Valuable Verbal and Written Communication

- Variance Management, Root cause analysis and Storyboarding capability

Kindly share your CV to [email protected]

📌 Assistant Manager Quality - International process (Malad) (Mumbai)
🏢 TP
📍 Mumbai