Job Title

BFSI Domain experience mandatory into Quality Domain !!! Brief description of position (key role & responsibilities): FUNCTIONAL/ OPERATIONAL: Manage quality program in line with BEST QA Framework requirements Prepare QA staffing and scheduling plan as per frequency defined Facilitate achievement of quality SLA’s and sampling targets Conduct calibration sessions as per schedule and publish reports Facilitate on-time Quality reporting at group and program levels Conduct & 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 improvements Resolve disputes arising out of audit related issues Manage and track process average time to feedback and quality of feedback delivered Create weekly/ monthly review presentations for internal and external teams TEAM RELATED: Certification management for Quality Analyst Prepare and track QA performance plans for team members Drive quality improvement from QA Team Manage QA team motivation, development, and engagement. CLIENT SPECIFIC / ORIENTED: Communicate with client quality and operations team Present WBR & MBR in tandem with operations Deliver customer service improvement projects Rotational shift Week Offs- Rotational Qualification: Graduate in any discipline Attended training on BEST Quality Framework Training or Certification on Quality Improvement approach (Six Sigma/LEAN/ISO) Preferred Other requirements Domain/functional expertise areas: Adept at QA Management planning Capability in conducting measurement system analysis Good Excel Skills & Reporting skills Understanding of quality management system Good Verbal and Written Communication Variance Management, Root cause analysis and Storyboarding capability Critical competencies for the position: Supports Innovation & Continuous Improvement Takes Initiatives to Deliver Team Objectives Coaches, Trains & Develops quality team members Quality Improvement focus