Manager I, Quality - #941641


Date: 1 week ago
City: Greater Noida, Uttar Pradesh
Contract type: Full time

  • Act as a primary POC between the QA teams, OPS & clients.

  • Recommended responsibilities include but are not limited to the following:

  • Lead, manage, motivate, and mentor a team of Quality Analysts

  • Drive consistency to ensure the strong quality performance and alignment across all programs

  • Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across program

  • Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads

  • Implement and drive the QA process and structure

  • Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders

  • Implement initiatives and projects to counteract any possible trends, drive business KPIs

  • Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency

  • Analyse quality and performance trends to provide recommendations for program improvement

  • Responsible for the delivery of vendor quality metrics at MBRs and QBRs

Key skills & knowledge:

  • Excellent communication & interpersonal skills

  • Excellent MS Office skills (presentation & excel)

  • Should have good knowledge of FMEA - identification and mitigation of vulnerabilities

  • Excellent knowledge of Quality & Analytical tools

  • Preferred candidates from banking process.

  • Should be well versed with Qualitative concepts

  • Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability

Educational Qualification: Graduation

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