The position Head is responsible for developing, implementing and maintaining appropriate internal controls and quality assurance systems within a designated service delivery section to ensure the quality of service standards are in accordance with established Service Level Determinations and service designs.
The individual will be accountable for risk management and compliance against processes and policies.
Develop and maintain quality assurance systems within the company, including the development of quality checklists, procedures, processes, supporting tools and techniques.
Plan, develop and undertake quality audits and analyses activities within to ensure individuals and teams comply with established internal controls, quality assurance systems, legislation, policies and procedures.
Conduct quality assurance investigations of non-conforming processes, including identifying underlying causes, and developing and coordinating recommended corrective actions.
Identify and analyze quality assurance gaps and any associated training and development needs to continuously improve the delivery services to customers.
Prepare detailed audit records summarizing audit observations, findings, conclusions, any proposed new quality controls and any follow-up actions to be taken.
Work collaboratively with Service Management Head and Process Heads to identify quality assurance gaps and implement corrective action
Governance & Risk Control
Establishing governance mechanism and principles within the organization
Managing risk and compliance against legislation, policies and procedures
Establishment, maintenance and tracking of process ICS controls and SOD (Segregation of Duties) for enabling technologies
Regular reporting of control adherence to Business Head
Creation action plans for mitigating risks rising from non-compliance
Plan, assign and direct work.
Appraise performance, provide feedback and coaching, and reward and discipline employees.
PGDM/ MBA from Premier Institute
Training & certification in Six sigma or LEAN