Head - Quality Solution Group - BPO/KPO

Head of Quality Solution Group (QSG)

Role description :

- Quality Head is the custodian of the quality process of the organization.

Key responsibilities include :

- Define the QMS in accordance with the industry best practices and standards, maintain and continuously improving the processes deployment and its effectiveness in support of the operations across the organization.

- QSG Head implements a continuous improvement program governed by metric and KPIs and advise on the performance of the quality management system, produce data and report on performance, measuring against set metrics.

- They liaise with other Unit heads and staff throughout the organization to ensure that the quality management system is functioning properly. Where appropriate, they advise on changes and how to implement them and provide training, tools and techniques to enable others to achieve quality standards.

Responsibilities : Works collaboratively with all peers to ensure organizational goals are met

Quality management system :

- Promoting quality achievement and performance improvement across the organization

- Maintaining a constant awareness of the business context and company profitability

- Defining processes and procedures in conjunction with operating staff

- Bringing together staff of different disciplines and driving the group to formulate and agree comprehensive quality procedures

- Working methodically to establish a clearly defined management system that all staff can apply

- Setting up and maintaining controls and documentation

- Ensuring testing processes and procedures are properly understood, also compliance is monitored at project & product development level

- Collating and analysing performance data against defined parameters

- Writing technical and management system reports

- Supervising the programme of internal auditing

- Supervising the programme of continual improvement to project, product or services

- Pinpointing relevant quality-related training needs

Vendor management :

- Working closely with vendor management to establish vendor quality performance criteria and monitor supplier performance

- Assessing vendors' processes and quality plans

- Supervising the programme of vendor audits

Liaison activities :

- Liaising with other managers and staff, particularly in areas such as design, production and purchasing

- Persuading sometimes experienced and reluctant staff to change their way of working to incorporate quality methods

- Acting as key contact with customers' auditors and being responsible for ensuring the execution of corrective actions and ongoing compliance with customers' specifications

Accountable for :

- Defining, modifying and updating all process related documents, templates and samples

- Storing all project related documents

- All process audits, and process training

- Any external audits from process implementation perspective

- Getting any quality related certification in the organization

- Incremental improvement on process compliance reporting and for conducting root cause analysis for its failure within the organization

- Collating and reporting on project metrics within the organization

- All process related preventive actions

Consult when :

- Process related issues within the project

- To customize process for a project

- Setting up process for a program and customize organization related process to customer-oriented process

- To close any difficult audit non-compliance or observation by corrective action

Inform when : Any changes related to process, template or guideline