Roles and Responsibilities:

• Should have experience in BPO/ backend process
• Knowledge of Quality tools & Quality Framework.
• Must possess exposure to Quality Analysis, Continuous improvement, Root cause analysis, Calibration and Corrective / Preventive action plans
• Preferred to have six sigma knowledge (GB certification preferred) and understanding of basic QC tools
• Must have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis
• Manage day-to-day Quality operations and directs the team responsible for Quality control activities
• Manage and meet performance targets for Accuracy, Client SLA, quality scores, value adds and customer satisfaction
• Manage a group of Team Leads & Quality Analysts responsible for management of QA Team.
• Ensure quality and efficiency measures are met within the team and in accordance with service level agreements
• Provide coaching and feedback to DRs to ensure satisfactory performance levels
• Use business tools knowledge to identify problem areas and document business requirements
• Establish and maintain effective work procedures
• Review and ensure process follow internal policy requirements and external regulations.
• Coordinate, participate, and/or manage multiple projects assigned by senior management
• Interface and coordinate with various stakeholders
• Mentor the Green/Yellow belt projects and drive continues improvements
• Be a single point of contact for Quality errors and plot action plans to improve performance
• Good understanding of Quality principles and apply as need arises
• Develop and implement quality control measures to ensure products and services meet or exceed customer expectations
• Analyze data and identify areas for improvement in products and services
• Identify training needs and develop strategies to address those needs
• Work with other department heads to develop and implement quality control measures
• Monitor and evaluate the effectiveness of quality control measures
• Develop and implement policies and procedures related to quality control and training
• Provide regular reports to senior management on quality control and training activities

SKILLS AND COMPETENCIES

• Bachelor's degree & Six sigma Green (Added benefit)
• Minimum 5+ years of experience in quality control (BPO Preferred)
• Excellent Client management skills, analytical and problem-solving skills
• Strong leadership and management skills
• Strong communication and interpersonal skills
• Ability to develop and implement quality programs
• Knowledge of quality control methodologies and techniques
• Ability to work effectively in a team environment
• Ability to prioritize and manage multiple tasks
• Six sigma green belt certification to drive continuous improvement across all Projects responsible for
• Exceptional leadership skills, including the ability to manage through a shared vision and path to success
• Ability to create, communicate and manage SLA metrics that support operational targets
• Excellent problem-solving skills and ability to use good judgment to make decisions
• Possess exceptional people management skills enabling effective interaction with internal, external customers, employees, peers, and management
• Strong analytical skills and desire to research problems to seek resolution
• Exceptional verbal and written communication skills
• Exceptional customer service abilities to handle difficult customers
• Proficiency in Microsoft Office & G suite   
• Strong time management and organizational skills
• Understanding customer needs and requirements to develop effective quality control processes