Associate Director/Director - Quality (8-10 yrs)

Designation: Associate Director / Director Quality Role

Someone on paper Senior Quality Manager can apply.

Salary Budget : 10-15 LPA

Job Description:

- It's a PAN India role, as the Asst. Director / Director Quality, ensures all services meet quality standards as per the client's business requirements.

- Primary responsibilities include understanding customer expectations aligning team to deliver Quality standards.

- Managing quality deliverables and driving strategy to optimize business and functional deliveries.

Roles and responsibility:

Some of the key roles and responsibilities are:

- Focuses on reviewing key drivers, metrics, and operational processes that drive KPI results and aligning Quality team towards the same.

- Managing QA Framework Implementation.

- Defining audit strategies to ensure maximum improvement in quality performance.

- Using smart logic in sampling for transactional audits.

- Optimizing QA staff for maximum efficiency (productivity and accuracy).

- Ensuring timely review of the team to ensure adherences to the quality department deliverables intern ensuring RNP matrix are met for the processes.

- Ensuring timely closure of the RCA's.

- Review and redefine the end-to-end non-compliance monitoring process.

- Conducting daily hygiene checks on KPI outliers (operators) like AHT, CSAT, and FCR to improve performance.

- Designed key performance Indicators and defined key responsibility areas for QA staff.

- Recommending KPI changes as and when required to business to improve performance.

- Managing end-to-end QA employee life cycle in operations.

- Responsible for career development and growth path for QA staff.

- Drive continuous improvement initiatives and automation opportunities to improve effectiveness and build efficiencies in the program.

- Strong inter departmental collaboration.

Experience & Skills / Competences:

- 8+ Years' Experience in the Service / Sales industry with 5+ Years in a Quality managerial role.

- Have good experience of managing big size team and multi-location

- Quality /Process control/Six Sigma certification is preferred.

- Excellent communication skills and exposure to multi - client engagement with the ability to communicate at all levels.

- Excellent writing and reporting skills in order to transform the conversations and the current working procedures into a documented business outcome notes.

Functional Expertise Areas:

- Have successfully managed quality improvement projects

- Exposure to handling clients and operations Stakeholders independently.

- Six Sigma/ LEAN or Equivalent certification is preferred.

- Ability to coach and develop action plans that maximize performance and provide effective feedback.