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Job Description
Assistant Manager, Quality
Job Description
• Manage a team of quality assurance associates
• Develop and implement effective quality assurance framework
• Define sampling strategy and develop quality standard document for each process
• Ensure audit targets are completed for all processes as per the defined sample size
• Ensure error notifications are sent to the stakeholders in a timely manner
• Ensure root cause analysis is performed for all internal and external (client comebacks) errors in an effectively and timely manner
• Ensure coaching and feedback is provided to all agents
• Ensure corrective and preventive action plans are developed for all internal and external (client comeback)errors
• Ensure team performs follow-ups on the implementation of the action plans and perform reverification on the corrective actions implemented by operations
• Ensure bottom quartile(BQ)management and training need identification (TNI)activities are conducted on a monthly basis
• Ensure internal/external calibration sessions are conducted as per the defined frequency
• Ensure various trending and calibration reports are sent to the stakeholders in a timely manner
• Ensure team contribute towards process improvements through brainwaves, kaizen, etc
• Prepare teams for various internal and external audits such ISO and Risk audits
• Ensure ISO compliance checklist is updated and QA compliance report published on a monthly basis
• Identify gaps in the process and recommend improvement opportunities
• Develop effective control framework to manage performance of the quality assurance associates and the process. Complete monthly one-on-one sessions with the quality associates.
Qualifications
Graduate 4-5 Years of London Market Experience
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