Job Description

for Band-B1 (AM - Quality Excellence) 1) Responsible for ensuring smooth functioning of Quality Compliance, driving compliance and process improvement initiatives in the allocated business processes 2) Ensure timely incubation of QCAs in allocated processes and ensuring that QC deliverables (monitoring, feedback, production, reporting) targets are met 3) Manages/Leads innovation/PE projects 4) Assist in set up of Quality Compliance function for business processes in coordination with Operations and/or Migrations Team 5) Timely and accurate reporting of the internal rating on the SLA parameters timely and accurate reporting of quality performance 6) Conduct regular Gage R & R / calibrations sessions internally and/or with clients 7) Perform ongoing reviews to ensure compliance to QSD and facilitate in changes in QC procedures 8) Drive compliance in business processes to internal standards and third-party certification standards by providing support to Operations in closure of audit findings 9) Train / mentor QCAs on quality tools and concepts 10) Support Six Sigma Projects 11) Support baseline activity 12) Responsible for making and presenting MBR slides from Quality Excellence perspective Competencies Required Fosters a spirit of collaboration and team work Content Development Networking & Influencing Basic Statistical Analytics Operational planning and Process management knowledge Has a bias for action. Superior Implementation Resolves Conflicts Constructively Feedback Communication Conformance with Policies/Compliances Process Mapping and Documentation Ability to Work Independently Monitoring and reviewing Problem Solving Eligibility Criteria Experience in setting up and managing the quality function for both Back Office and Voice operations is mandatory Retirement experience in Insurance domain is a must have requirement Experience Required: Minimum of 2 years International BPO/Offshore Quality Assessing Management / Team Leader experience

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