Job Title

Responsible for creating a robust Quality structure that is aligned to the business, compliance & operational requirements,Responsible to ensure the required number of evaluations i.e., Quality, CSAT, Complaints etc. are completed as agreed with operations and ClientsAdministers the feedback and Coaching process is documented and in line with the compliance and operational requirementsIn charge of maintaining evaluations completed by the quality team in the central data base as defined by operations/clientsReport performance and statistics through daily and weekly reports submitted to the Quality Team and Operations.Ensure that regular Gauge RNR & Calibrations are conducted with Internal operations team to maintain level of knowledge of the supervisory staffEnsures that all relevant staff understand the compliance expectations, Quality guidelines and Complaints management processesGauging effectiveness of daily/weekly briefings and cascading updates to all on the operations floor by conducting dipstick checks on a regular basis.Prepare/reviews reports based on the quality scores of the advisors.Provide analysis on areas of opportunity and action plans to improve performanceEnsures there is a thorough audit mechanism to gauge effectiveness of Quality monitors. Monitors completed need to be within the given level of variance set by the business/clientsAligning quality analysts to respective teams to ensure the daily / weekly / monthly quality activities are covered with all operational teamsAdministers shift timings & leaves for the Quality team in line with operational and client requirementsResponsible to create presentations displaying metric performance/strategic initiatives/Updates as and when requiredExpected to attend and represent WBR/MBR with clients/operations for respective processes as and when delegated by respective managersNeeds to ensure that Quality certifications / recertification is completed as agreed with operations / clientsEnsures respective Quality Analysts complete their monthly activities i.e. Quality Calibration, Process Knowledge Test, Gauge RNR & any other activity required for the specific process.Participates in Process Level Con calls with Clients & Operations to understand requirements leading to actions that meet the process requirements & client expectationsEnsuring that regular updates and reports are sent to the Operations Team (Operations Manager, Team managers, Team Leaders) & respective Stakeholders