Quality Lead

1 month ago


uttar pradesh, 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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