Job Title

FUNCTIONAL/ OPERATIONAL:Manage quality program in line with BEST QA Framework requirementsPrepare QA staffing and scheduling plan as per frequency definedFacilitate achievement of quality SLA’s and sampling targets Conduct calibration sessions as per schedule and publish reportsFacilitate on-time Quality reporting at group and program levelsConduct & Publish RCA for not meeting Quality/CSAT/ FCR metrics Manage client calibration and process change sessions Work in tandem with operations on frontline intelligence gathering for process improvementsResolve disputes arising out of audit related issuesManage and track process average time to feedback and quality of feedback deliveredCreate weekly/ monthly review presentations for internal and external teamsTEAM RELATED:Certification management for Quality AnalystPrepare and track QA performance plans for team membersDrive quality improvement from QA Team Manage QA team motivation, development, and engagement. CLIENT SPECIFIC / ORIENTED:Communicate with client quality and operations teamPresent WBR & MBR in tandem with operationsDeliver customer service improvement projects Shift Timings - 24/7 Rotational shifts- Week off rotational Grade of applicant: - Grade – 3 Qualification: -Graduate in any discipline-Attended training on BEST Quality Framework-Training or Certification on Quality Improvement approach (Six Sigma/LEAN/ISO) PreferredDomain/functional expertise areas:Adept at QA Management planning Capability in conducting measurement system analysis Good Excel Skills & Reporting skillsUnderstanding of quality management systemGood Verbal and Written CommunicationVariance Management, Root cause analysis and Storyboarding capabilityCritical competencies for the position:Supports Innovation & Continuous ImprovementTakes Initiatives to Deliver Team ObjectivesCoaches, Trains & Develops quality team members Quality Improvement focus