Head of Quality Assurance

Found in: Whatjobs IN C2 - 2 weeks ago


Navi Mumbai, India Jio Full time
JD - GM Quality ManagerLocation - Navi Mumbai (Reliance Corporate Park)Experience - 10+ YearsEducational Qualification - BE/BTech or MBA

Identifies and escalates risks and quality issues in order to resolve them as efficiently as possible. • Conducts regular Voice of Customer sessions to ensure an understanding of quality standards and requirements.• Meets with the Operational Management team regularly in order to provide feedback on quality performance, trends and focus areas.• Manages delivery of customer experience program by analyzing data in order to identify key priorities and aligns the quality program and coaching activities to assess and develop identified areas.• Conducts regular calibration sessions to ensure the validity and reliability of results.• Conducts regular audits to ensure validity and reliability of results.• Ensures disputes and complaints are effectively managed and tracked.• Reports the highlighted Customer, Business and Compliance performance results to operations and the BPO’s.• Provides recommendations on the action to be taken in order to improve performance across Customer, Business and Compliance metrics.• Tracks progress made in the implementation of recommended actions.• Develops and delivers reports to meet the requirements.• Identifies, establishes and conducts reporting and analysis on interventions, using methodology in line with jio best practice and contractual requirements.

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