Quality Lead

Roles and Responsibilities

• Ability to independently lead a team of quality associates and drive Quality culture within the process
• Ability to view the issues end-to-end and develop action plan with tangible deliverables
• Ability to manage knowledge, replicate best practices from other locations/processes to improve process performance
• Ensures process adherence to QA and Transaction Monitoring plan and responsible in meeting timelines, and quality standards
• Reports - Ability to work on data and generate various types of reports and analysis
• Understanding of the Business requirement and capability to address issues at various levels
• Confident & Capable to interact/manage and handle the clients
• Patience while giving feedback, Open to change, Multi-tasking skills, Inter personal skills
• Ensure that proper coaching standards are maintained while associates are coached by the QA Team
• Responsible for reviewing and tracking the progress on the action plans shared by the internal teams and highlighting deviations
• Ability to plan & conduct transactional quality audits, Process Improvements, calibrations.
• Responsible for carrying out improvement projects on the areas identified as improvement areas on monthly basis.

Key Deliverables (KRA/Measure)

• Excellent skills on MS Office /Quality Tools / Data Analysis / Analytical Skills / Reporting / Google Suite, Google Forms, Google Sheet, Google Doc etc
• Ability to handle pressure and a natural go getter
• Excellent English Communication Skills (both spoken and written)
• Excellent hands on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to clients
• Ensure client quality targets are met & exceeded
• Should ensure closure of contractual audit target, feedbacks and reporting as per the defined process

Applicant’s Specifications & Qualification

• Confident & Capable to interact/manage and handle the clients
• Shows flexibility/ownership & works under pressure situation
• The candidate should have excellent problem solving capabilities and lateral thinking skills
• Ability to work independently to accomplish team goals with minimal supervision
• Ability to achieve personal objectives while meeting departmental standards of performance
• Reports - Ability to work on data and generate various types of reports and analysis
• Understanding of the Business requirement and capability to address issues at various levels
• Eye for detailing and aggressive in plan execution/implementation
• Define quality checklists for new process/processes
• Should drive improvement initiatives at the process level
• Experience of BFSI process is added advantage
• Should have worked as Customer Service Associate, QA / QTL in Customer Service or Back office or Chat