Job Description

Overview:


•Role Purpose •


•The purpose of this role is to ensure compliance and quality of the process within an account.•



•Do •

• Track and review the process quality through audits
+ •Develop audit plan as per SOP and allocate reviews to the analysts•
+ •Monitor to ensure that the audits are being conducted as per plan•

+ •Review the audit data across the account to review the account performance on quality parameters, identify the error trends•
+ •Prepare reports for review for the internal leadership as well as client•

+ •Identify the best practices and work with the delivery team to deploy for improvement•

+ •Ensure compliance part of the process by front-ending with the external auditors CMMIE or any onsite audits, coordinating with the internal teams and working with SDH and AH to develop SOPs and compliance registers as required for the audits.•
• Drive training within the account to ensure process quality is maintained

+ •Conduct Root Cause Analysis of the errors to identify the training intervention to bridge the gap•

+ •conduct monthly trainings based on the error types identified in the process audits•

+ •Deploy various training methods (classroom based, web based etc) to develop the skill and reduce error rates•

+ •Develop the training reports and share with the key stakeholders including the client twice a week.•
• Support the incoming new process
+ •For an existing client, support the any new process addition by ensuring online process training is conducted for the agents, agents have the necessary skill and access is granted to them on applications required•

+ •For any new process outside the account, support the team in identifying the skill, availability of skill within DOP or avenues for upskilling the team to support the new process•
• Effective Team Management

+ •Resourcing•

- Hire adequate and right resources for the team
+ •Talent Management•

- Ensure adequate onboarding and training for the team members to enhance capability & effectiveness

- Build an internal talent pool and ensure their career progression within the organization
• Manage team attrition

• Drive diversity in leadership positions


• •Performance Management•

+ Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports

+ Ensure that the Performance Nxt is followed for the entire team
• •Employee Satisfaction and Engagement•

+ Lead and drive engagement initiatives for the team

+ Track team satisfaction scores and identify initiatives to build engagement within the team
•Stakeholder Interaction •

•Stakeholder Type•



•Stakeholder Identification•



•Purpose of Interaction•





•Internal•



•Delivery Leadership•



•Audit & training reports, error trends, new process•





•Agents•



•Training•





•Training team for Account•



•Training content and schedule•





•RMAC•



•Risk compliance•





•DOP Support•



•Compliance related support as per account SOW•





•External•



•Clients•



•Reports on training and compliance•





•External Auditors•



•Audits•



•Display •

•Lists the competencies required to perform this role effectively:•

• •Functional Competencies/ Skill •
+ Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry - Competent
+ Process Knowledge - Strong process understanding with a clear understanding of process quality parameters - Competent

•Competency Levels •





•Foundation •



•Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.•





•Competent •



•Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.•





•Expert •



•Applies the competency in all situations and is serves as a guide to others as well.•





•Master •



•Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.•



• •Behavioral Competencies •
+ •Project Management Skills•
+ •Analytical Skills•
+ •Execution Excellence•
+ •Client centricity•
+ •Passion for results•
+ •Nurturing people•
+ •Stakeholder Management•


•Deliver •

•No.•



•Performance Parameter•



•Measure•





•1.•



•Process Performance•

•Meet quality parameters in the account•

•Trainings conducted•


•Timeliness in reporting•





•2.•



•Compliance•



•Audit reports•


•Compliance in audits•





•3.•



•Team Management•



•Team attrition %, Employee satisfaction score•