Ensuring all Ops quality parameters are met and corrective and preventive actions are taken
Led and manage teams of Quality Analysts and Process Experts
Own metrics and SLA performance for operations shop, be gatekeeper of metrics
Drive projects which lead to revenue savings or revenue / margin improvement
Driving VOC/ CSAT / NPS actionable across the team and maintain/improve the scores
Take charge of internal meetings/client meetings/customer reviews/stakeholder meetings
Do goal setting with the team and track every team members performance. Do appraisals.
Manage official reviews like weekly reviews, monthly reviews Ops reviews etc.
Create and manage performance dashboards which depict business and ops metrics clearly
Conceptualize and implement Statistical Process Control (SPC) principles in the process
Initiate and best practice sharing across the team
Driving culture of data based decision making
Please Note: We are looking for someone with a experience in Quality Assurance & Voice process