Director - Quality Assurance REFC1516

Key Responsibilities:

- Overall responsibility for Quality activities across the business

- Manage Qualitative customer service & implementing short/long term plans; managing teams with a focus on excelling business targets & service delivery metrics.

- Mapping Business requirements: assisting in developing, implementing and transitioning, customising Processes in line with the guidelines specified by the business.

- Preparing Standard Operating Procedures (SOP), Manuals to facilitate smooth functioning of the process, ensuring conformance to Service Level Agreements.

- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise the customer satisfaction level

- Steering accomplishments of set quality standards in SLAs; conducting regular quality checks & audits Compiling, reviewing & monitoring daily / weekly performance of TSR/ CSR call quality

- Working on quality improvement projects for achieving continual improvements in service levels

- Design quality transactions for both manual and recorded methods to assess its framework. Ensure quality thresholds are met or improved for both internal and external transactions.

- Monitor and manage all security incidents, breaches and investigations and take remedial actions to prevent recurrence wherever possible

- Responsible for identifying, evaluating and on-boarding quality management business partners Internal / External as per the portfolio's policies/values and a service philosophy

- Analysing the process gap between client & company & filling the gaps as required

- Management and enhancement of quality assessment tools and evaluations

- Set up metrics to monitor various operational metrics, technical accuracy, customer service performance, and conformity to company policies and procedures.

- Develop a Quality assurance scorecard that will provide a birds-eye view to all processes.

- Manage a team of quality analysts who will be directly responsible for reviewing the quality.

- Make recommendations for enhancements to training materials/processes/systems as needed to enhance the overall - experience and achieve operational excellence.

- Guide the team, using a quality monitoring data management system to compile and track performance at team and individual level.

Skills Required:

- Director (QA) is a leadership role, required to supervise and oversee the strategy, planning and execution of the organisation's overall customer experience goals.

- Strategic Planning, Process Management, Resource Optimisation, Quality Assurance

- Customer Relationship Management & Cross-Functional Team Co-ordination

- Responsible for all areas of the Quality function and provide support within Operations.

- Lead and develop the Quality Management system, striving for best in class products and business practices to deliver to the customer's expectations, managing teams and projects across the business.

- Provide clear leadership and vision, inspire and motivate staff to achieve excellence and mentor them as they develop  new skills.

- Monitor and report Key Performance Indicators across all areas of the business to ensure that all projects are delivered on cost and on time to the highest quality standards.

Qualifications & Experience:

Must-Have Skills :

- Graduate or a Post Graduate degree from Tier 1 Schools, IIT, NIIT Background

- 7-12 Years of experience in Quality assurance.

- Experience of developing and implementing a quality assurance framework

- B2C Startup Product (5yrs and above)

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