Director of Quality

Role & responsibilities

• Supporting management focuses on reviewing key drivers, metrics, and operational processes that drive KPI results.
• Managing BEST QA Framework Implementation.
• Demonstrating commitment to program internal customer satisfaction.
• Using smart logic in sampling for transactional audits.
• Creating and implementing a detailed audit plan for all operators, use the budgeted workforce to maximize audit efficiency, and regularly review and update the audit plan.
• Set up a standard RCA process for all escalations, train QA staff on RCA techniques and documentation, and use RCA findings to improve processes and prevent issues.
• Monitor key performance indicators daily, identify and investigate outliers quickly, and take actions to fix performance issues.
• Identify key performance metrics aligned with business goals, define clear responsibilities for QA staff based on these metrics, and regularly review and adjust performance indicators.
• Create and monitor the budget for QA staff, ensure strategic hiring to meet operational needs, and regularly assess staffing levels and adjust as needed.

Preferred candidate profile

Qualification & Experience:

• Graduation or above degree.
• 12+ Years Experience in the Service industry with 8 Years in a Quality managerial role.
• Quality /Process control/Six Sigma certification is preferred.
• Experience in leading and managing transactional quality for multiple international campaigns.

Functional Expertise Areas:

• Quality improvement project delivered using PDCA/Six Sigma or LEAN Methodology.
• Advanced Excel Skills, preferably expertise in Power BI and Tableau, will be preferred.
• Six Sigma/ LEAN or Equivalent certification is a must.

Behavioural Competencies for The Position:

• Customer Service orientation.
• Builds Collaborative Relationships.
• Coaches & Develops Others.
• Logical thought process.