Assistant Manager Quality
Posted on :
18-02-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2543146
- Lead and develop the Quality management priorities for 3 country sites in alignment with head office
- Team management - managing an international team of 10+ Quality Evaluators and Team Leaders for aligned processes
- Act as the regional leader in all matters related to Quality Management including client meetings and business reviews
- Set the high bar standard in the region to help develop a culture where quality is a core principle of CS operations and is advocated by all
- Provide regional reporting on quality program status, performance, hiring, onboarding and outcomes to the head office Quality management on a regular basis
- Develop a fully trained, high-performing, motivated and empowered regional Quality team
- Analyse different data points on a daily/weekly basis to identify trends and improvement opportunities – both at teams and individual contributors levels
- Proactively identify opportunities to improve QA work and coordinate with different functions – operations, training, workforce management
- Lead all practice of Quality Control, validation, calibrations, customer Quality interface and client Quality assurance by developing key client partnerships
- Analyze and report trends in Agents/Process performance
- Participate in quality systems improvement activities using six sigma methodologies
- Bring insights and innovation ideas from QA perspective and help our operations team standardize work process and procedures - push initiatives to improve transaction Quality through new quality tools and motivational levers
- Identify bottom quartile factors and team players and steps to improve them
- Design, implement and monitor Quality corrective action plans when required
- Liaise with key stakeholders – internal & clients – for alignment and improved Quality results
Employment Type
Full Time
Key Skills
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