Group Manager - Quality - BPO

Shifts: UK Shifts

Role: Client Facing Team Role: - AM-2/QA-4

The Incumbent will be responsible to:

- Provides day-to-day direction to Lead Associates.

- Coordinates with all departments to ensure that the Quality Targets are met.

- Designs the Quality Management System that standardizes and documents all processes.

- Ensures compliance to contractual deliverables and address team-level issues.

- Implement initiatives and projects as needed in order to drive performance.

- Ensures that SLAs in Quality are met.

- Supervise Assistant Managers - Quality.

- Designs and drives KPIs and KRAs of the team.

- Coordinates with all departments in implementing Quality Programs.

- Conduct RCA for challenged metrics.

- Produce Reports as needed.

- Keep trackers, ISO documents and other account files updated.

- Conducts projects to improve performance.

- Develops plans to minimize cost and increase productivity.

- Plans for manpower requirements and implemented right sizing of the department when needed.

- Creates process documentation and standardizes processes of quality.

- Conduct trainings for quality as needed.

- Develop the quality team in accordance to the quality roadmap.

- Perform other duties that may be assigned from time to time.