Manager - Quality Assurance - BPO (9-10 yrs)

About the job:

Position:- Quality Assurance - Manager - Only from Domestic BPO/Call Centers/Insurance

Experience :- 9+ years experience in QA

Notice - 15 days to 30 days

Location - Chennai or ready for relocation.

- Responsibilities include managing the voice and back-office QA function & driving the, formulating QA deployment strategies, planning & managing support functions and Company conformance to defined quality standards.

- This position includes the responsibility for all aspects of performance management (setting expectations, observing, coaching, counseling and rewarding); performance metrics and tracking and supporting an engaged and collaborative team environment.

- As a key leader, the Manager is also responsible for sharing best practices & process improvement ideas across teams and sites, identifying, analyzing and implementing solutions that drive results.

Principle Responsibilities:

- Develop and implement quality management strategy and plans, including resource, systems, timescales, to support, contribute, and integrate with the organization's business plan and long-term strategy.

Lead and relate to diverse PAN India QA team to meet critical time-sensitive goals.

- Monitor & report performance according to a business established quality standards.

- Provide feedback to support business coaching/feedback efforts.

- Develop, maintain & audit QA policy, procedures & processes.

- Possess comfort and confidence in interacting positively with Sr Mgmt stakeholders.

- Integrate new Process with the guideline of Vertical Head, specifically Speech Analytics & Automation/Systemic QA to evolve the scope and impact of the QA department.

- Evolve the QC role, while also supporting development of team members into roles needed to further vision and impact of QA, specifically Data Analysts, Process Specialists, et al.

- Develop & drive a robust interaction model with key business partners with a view to achieve balanced and collaborative decisions that impact business quality strategy & performance.

Qualification:

- Bachelors /master's degree in a related field (preferred).

- Strong knowledge of compliance regulations.

- Excellent communication, leadership, and problem-solving skills.

- Analytical mindset and the ability to make data-driven decisions.

- Strong organizational skills and attention to detail.

- Logical and structured approach to planning, problem solving and decision-making, managing PAN India teams