AVP - Global Quality Assurance - BPO

- Reporting to the Director, Global Quality will lead the Quality Assurance function for all applicable Encore geographies including – U.S., India & Costa Rica. Responsibilities include Managing the global IO QA function & driving the global QA vision, formulating QA deployment strategies, planning & managing support functions and client conformance to applicable MCM policies, federal and state legislation.

- Develop and implement quality management strategy and plans, including resource, systems, timescales, financial budgets, to support, contribute, and integrate with the organization’s annual business plan and long term strategy.

- Develop and maintain systems to establish standards relating to comapliance processes. Monitor & report performance according to agreed standards and take necessary action to communicate/advise/assist to operate at desired performance levels. Develop, maintain & audit QA policy, procedures & processes.

- Report on changes in standards (internally and externally initiated). Establish and implement necessary communication strategy for the improvement and awareness of quality issues across all business lines.

- Partner with Legal & Compliance teams to monitor changes in legislation and accreditation standards, drive QA Compliance testing. Provide assistance to external auditors as requested.

- Develop & drive a robust interaction model to enable liaision with key customers and suppliers with a view to achieve balanced and collaborative decisions that impact business quality strategy & performance

SKILL AND EXPERIENCE

- 8+ years expereince

- ASQ CQM/OE /Lean Six Sigma experience and/or certification

- Relevant Quality Control and/or Corporate Complaince Experience

- Very strong analytical skills, change management & program management skills

- MS Office, creating high impact business presentations/ storyboarding skills

Logical and structured approach to planning, problem solving and decision-making, managing large global teams