Designation: Head of Quality.
Location: Bengaluru/ Gurugram
Be responsible for managing the Quality Assurance program for the assigned region.
Understand the Quality Approach of the Verticals and Accounts
Be responsible for the overall delivery of the Quality department
Initiate, and Review Standardisation Drives and Improvement Projects
Be accountable for ensuring clear visibility of the Opportunities of the Performance Parameters and critical KPIs (Quality Audit, CSAT, AHT, NPS, Repeat. FCR, Sales, Conversion, Up/Cross-Sell, TAT, Cycle Time, Accuracy Levels…)
Guide the Team to provide Business Intelligence to the Internal Stakeholders and Clients
Be accountable for Hygiene and Integrity of Operations. Ensure adherence to transactional compliance (ZTP, SQV, Regulatory Norms…)
Ensure actions on integrity, compliance and hygiene are closed-looped on time.
Be responsible for assisting Operations on optimizing Quality Based Rewards and Penalties for the accounts.
Ensure Client Relationship by managing Expectations, maintaining Communications, and delivering Commitments.
Mentor and Review Improvement Projects
Ensure Continuous Skill Development and Refresh Attained Skills of members of the Quality Team
Clearly outline and suggest actions on Inputs to ensure qualitative Outputs meet internal and client targets
Ensure rational and justified use of Analytical Tools and Improvement Methods for optimum effectiveness.
Manage and Optimize Cost of Quality. (Spans, Productivity, Staffing, Automation, etc.)
Manage the Performance/Outlier Management of Quality Team
Ensure Quality Best Practices (QA Call Taking, Audit The Auditor, Calibration, Dispute Management, Focussed Audits etc.)
Conduct Risk Assessment and Mitigation of the Account and Location (FMEA etc.)
Conduct Process Audits on SOPs, SOWs, Standards (Security/ISO/COPC etc),
Mentor and Review, cross Partner Improvement Projects and Initiatives
Mentor and Review cross-functional improvement projects and initiatives.
Training on Six Sigma YB/GB, Lean, Audit, Graphing Techniques, High-Performance Management Techniques, Quality Best Practices
Regards
VIVEK
Email: vivek@jobpoint.co.in
Website: www.jobpoint.co.in