Quality Lead

2 months ago

Noida, India Tech Mahindra Full time

Roles and Responsibilities

  • Ability to independently lead a team of quality associates and drive Quality culture within the process
  • Ability to view the issues end-to-end and develop action plan with tangible deliverables
  • Ability to manage knowledge, replicate best practices from other locations/processes to improve process performance
  • Ensures process adherence to QA and Transaction Monitoring plan and responsible in meeting timelines, and quality standards
  • Reports - Ability to work on data and generate various types of reports and analysis
  • Understanding of the Business requirement and capability to address issues at various levels
  • Confident & Capable to interact/manage and handle the clients
  • Patience while giving feedback, Open to change, Multi-tasking skills, Inter personal skills
  • Ensure that proper coaching standards are maintained while associates are coached by the QA Team
  • Responsible for reviewing and tracking the progress on the action plans shared by the internal teams and highlighting deviations
  • Ability to plan & conduct transactional quality audits, Process Improvements, calibrations.
  • Responsible for carrying out improvement projects on the areas identified as improvement areas on monthly basis.

Key Deliverables (KRA/Measure)

  • Excellent skills on MS Office /Quality Tools / Data Analysis / Analytical Skills / Reporting / Google Suite, Google Forms, Google Sheet, Google Doc etc
  • Ability to handle pressure and a natural go getter
  • Excellent English Communication Skills (both spoken and written)
  • Excellent hands on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to clients
  • Ensure client quality targets are met & exceeded
  • Should ensure closure of contractual audit target, feedbacks and reporting as per the defined process

Applicant’s Specifications & Qualification

  • Confident & Capable to interact/manage and handle the clients
  • Shows flexibility/ownership & works under pressure situation
  • The candidate should have excellent problem solving capabilities and lateral thinking skills
  • Ability to work independently to accomplish team goals with minimal supervision
  • Ability to achieve personal objectives while meeting departmental standards of performance
  • Reports - Ability to work on data and generate various types of reports and analysis
  • Understanding of the Business requirement and capability to address issues at various levels
  • Eye for detailing and aggressive in plan execution/implementation
  • Define quality checklists for new process/processes
  • Should drive improvement initiatives at the process level
  • Experience of BFSI process is added advantage
  • Should have worked as Customer Service Associate, QA / QTL in Customer Service or Back office or Chat

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