Quality Manager is responsible for managing, supporting, and developing Quality department to ensure overall performance
·Ensure Process and Audit Compliance
·End to End delivery of Quality requirements as per SOW
·Drive KPI and SLA adherence
·Develop long term plans to support strategy
·Process Management: Conduct process audits, identify gaps, provide feedback to agents / auditors; prepare; collect, collate and analyses process performance data (including SLAs)
·Trained /Certified in Six Sigma - Preferred
·Evaluate effectiveness and Strengthen Quality management processes / framework to improve quality delivery
·Process Institutionalization: Deployment of designed processes within defined timeframe. Track and measure performance.
·Process Control & Verification: Create and implement sampling plan; Conduct calibration sessions, feedback sessions;
·Risk Management: Performing risk audit and analysing the customer feedback, Perform process audit; Support in de-risking process performance; Track implementation of controls and mitigation plan.
·Branding: Updating of visual dashboards in the engagement, creating awareness by training and bringing visibility to Risk quality initiatives in the engagement.
·Improvements based on structured feedback mechanisms (CSAT, IPSAT, ELFs etc.): Collect and analyse the customer complaints and escalations.
·Client Management: Participate in calibration sessions with the client, provide root cause analysis for weak performance; report and track implementation of corrective actions based on performance. 8. Team Management.