Key Responsibilities

• Be the primary point of contact for Client for Quality / Compliance related matters
• Build and maintain stakeholder relationships that align quality audits with operational success
• Develop the Operating model and infrastructure for all quality programs by establishing standardized methods for delivery, evaluation, measurement, performance and reporting Leverage technology.
• Lead a team of quality managers and specialists who will be focused on enhancing employee skills at our sites
• Assess and track training effectiveness through the use of metrics, linking decisions to business results
• Provide direction for quality teams in India Geo, responsible for quality audits and compliance.
• Design & Execute Quality Framework to ensure a surprise free transactions processing
• Lead Gage RnR Sessions with QAs / FLMs & Ops managers to analyze & minimize variation in interpretation of the process & fix gaps by arranging refreshers/pkts for floor & leads.

Education and Specific Training / Work Experience

• Must be a graduate
• Minimum 18 - 20 years work experience of which 15+ years should be in BPO in quality domain
• Work experience at a senior managerial level of leading large teams across multiple processes
• Should have handled multiple campaigns as Quality Lead for last 5+ years

Technical Skills

• Usage of MS Office
• Knowledge of SAP would be an advantage