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Director Quality - F&A
Image Icon India · Chennai
Category Quality Assurance

Location: Chennai

Qualification / Eligibility Criteria:

  • Graduate or post graduate degree/diploma (10+2+3) in a any stream 
  • Excellent command over English (Verbal & Written)
  • Min 2 years as Quality Sr. Manager / or director role with domain expertise 
  • Min 6 - 8 years of overall experience in Quality function 
  • Minimum 8 - 10 Years of total Experience in handling BPO business
  • Working knowledge of Excel, Power point, Excel Understanding of Ops Reports and MIS
  • Should have basis statistical knowledge
  • Six Sigma BB Certified / Trained 

Job Description:           

  • Client interactions
  • Manage and develop improvement plans in liaison with other department(s)
  • Effective resource utilization
  • Meeting & exceeding defined KPIs
  • Able to motivate team members
  • Manage Quality Team member and help them in performance improvement >Effective resource utilization
    >Meeting & exceeding defined KPIs
    >Able to motivate team members
    >Initiate KPI projects
    >Drive Automation projects, Transformation & value add projects
  • Initiate metric improvement activities/projects
  • Has led & mentored process improvement projects and demonstrated significant benefits (Tangible/Non-Tangible)
  • Assures effective process and policy mechanisms are in place
  • Develops and assures compliance with the Service Level Agreements between internal and external customers
  • Assures confidentiality and integrity of data
  • Assures implementation of compliance with the Information Technology Standards (System checks, whitelist)
  • To oversee risk management activities across the Program
  • Developing, establishing, and maintaining an effective system-wide compliance and ethics program designed to prevent, monitor, detect, and respond to non-compliance and recommend corrective actions to fully meet regulatory requirements.  This includes a system of education and training to promote compliance awareness
  • Identify and address compliance gaps (issues or processes where compliance risk exposure exists or accountability is not clear), particularly where such issues involve more than one functional unit
  • Create and manage all reporting requirement for the program for both internal and external requirements
  • Coach Technical Support Executives on the evaluations done
  • Run analysis on contact evaluations and highlight trends
  • Coach agents based on evaluation trends to improve their technical capabilities
  • Use trends to identify training needs and developing action plans
  • Help technical support executive to understand appropriate troubleshooting approach
  • Participate in calibration sessions with Quality/Operations
  • Maintain current understanding of program strategies
  • Support management focus on review of key drivers, metrics and operational processes that drive KPI results
  • Demonstrate commitment to program internal customer satisfaction 

Specialization: Quality & Customer experience

Level: L5 

Industry: BPO

Salary: As per experience & company norms