- Quality Leader shall ensure &amp; Guide that the project team delivers to the expectations of the customer / client and internal stakeholders (operations, account team). Quality Leader shall also provide goals and objectives to the quality team, manages escalations / issues, and provide support to the operations team whenever required. Key Result Areas : - Ensure that the team adheres to quality and delivery standards - no escalations from client on the quality of the deliverables - Provide support to the operations whenever required - Lead transition of new processes from quality stand point - Manage escalations / issues reported - Ensure no compliance issues w.r.t accuracy audits and reporting in internal and external compliance audits - Sampling target is met for all processes. - Identify and run projects for accuracy improvement Responsibilities: Business / Customer: - Ensure that the team meets the delivery standards expected by the client w.r.t both the quality and timeliness of Audits - Ensure that the team shall deliver to the customers / clients expectations - Ensure On time Audits - Ensure reduction in the occurrence of defects per agreed goals - Provide expertise in terms of the auditing process, sample sizes, metrics base lining and measurement system analysis to the clients / customers during new process transition - Have proper governance mechanism in place to identify any bottle necks and early warnings on contractual deliverables related to quality - Ensure the team's skill levels are enhanced for better delivery Quality processes Project/Process: - Review staffing, scheduling, scoping, sampling and calibration and ensures that these activities are conducted accurately, timely and with adherence to quality standards. - Lead / supervise defect reduction initiatives / projects - Staff quality leads on quality issues. - Work with operations stakeholders to identify any ongoing issues and works towards resolving those. Publishes dashboards to stakeholders after review. - Staff quality leads on quality issues and reviews team deliverables on a periodic basis. - Lead / supervise continuous process improvement initiatives / projects People / Team: - Provide leadership / guidance to the team in meeting their goals and objectives - Motivates team members through appropriate rewards and recognition programs. - Sets goals and accountabilities to his / her team and reviews them periodically. He / She revise these goals as appropriate. - Identify training needs for direct reports and ensure domain/developmental trainings needs are met - Conducts regular one-on-ones with the team members to understand ongoing - Conduct performance appraisals for team members - Manage attrition through skip level meetings, planning interventions, engagement calendars - Deliver communication received from senior management to the team members though town halls, team meetings - Participate in organizational initiatives such as recruitment drives, training programs etc. - Degree of Independence/Supervision required - Receives guidance from leadership on broad goals and objectives to be achieved. Executes responsibilities independently related to self and team (direct/indirect) with periodic review of results and metrics.

Hyderabad

Deputy General Manager - Quality - BPO  

Deputy General Manager - Quality - BPO   ,Job Description for Deputy General Manager - Quality - BPO   in Credence HR Services in  Hyderabad for (8-10) years of experience. Apply Now!

Job Description for Deputy General Manager - Quality - BPO   in Credence HR Services in  Hyderabad for (8-10) years of experience. Apply Now!