Quality Manager

Desired Skills

Should be a graduate

People Management skills

Knowledge of industry regulations and compliance requirements.

Ability to drive initiatives to closure

Ability to deal with all levels of employees

Ability to provide leadership, direction and motivation to build high performing teams

Analytical and Quantitative skills

Excellent Communication skills

Data Handling / data interpretation skills

Good working knowledge of Transaction Quality systems, tools and technologies.

Should understand Transitions, which is spread between the Handover, Start-up, Manage and Exit phases to be able to manage Transaction Quality functions effectively

High level of maturity to handle people including but not limited to client, stake holders, peers etc.

Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure

Detail oriented, Strong organizational and Presentation skills

Flexible to work in a 24X7 environment (night shifts and weekends basis scope)

Six Sigma certified (Preferred)

Knowledge of quality tools/ structures / Process Mapping / SOP (BPMS) creation etc.

 

Responsibilities

Drive continuous improvement for Transaction Quality and Delivery

Manage process Quality & Client related KPI's

Evaluate effectiveness of TQ interventions

Strengthen Quality management processes / framework to improve quality delivery

Custodian of all training reports and new-hire KPIs at geo level

Drive digital training across all accounts in India

Conduct maturity assessments for training teams

Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client' expectations

Ability to generate and implement out of the box ideas and Process improvement initiatives in the process.

Drive Process control & Compliance in addition to managing the Audit requirements

Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires

Provide quality floor support, feedback and refresher training

Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted

Ensure uniform quality of training being delivered by all training teams in line with the client requirement

Interact and streamline channels of communications with other Functions and Clients

Provide quality floor support, feedback, refresher and corrective training

Groom and develop training talent in-house