- Meet and exceed Client Metrics: External & Internal Quality Metric should be consistently Green
- Take complete responsibility of performance on the Quality and SLA/KPI metrics
- Drive/identify improvement areas in assigned area/project
- Drive customer impacting projects and bring efficiency & effectiveness.
- Be able to collaborate with operations, Training and other stake holders for the delivery as per SOW requirements.
- Develop controls to minimize external and internal escalations.
- Overall implementation, planning and improvement of the Transactional Quality Framework
- Set up, improve, drive and streamline monitoring, feedback & other internal processes related to Training and Transactional Quality.
- Introduce metrics to monitor quality and report to the management on improvements necessary to meet customer and industry standards.
- Responsible for leading, motivating and supervising the team of quality analysts assigned.
- As an ongoing practice, monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results.
KRA : Quality assurance & feedback for the client (Must have GOOD communication skills and good knowledge about operation terminologies)
Shifts : US Shifts