Director of Quality
1 week ago
The Director for customer experience owns the deployment of Sutherland’s quality framework in the assigned programs and partners with the business leaders, to ensure compliance to all contractual /client deliverables, continuous improvement of customer experience, talent development and deployment of Sutherland IT platforms to drive our strategic business goals. Listed below is a summary of the responsibilities, but not limited toDesign and execute the Outside-In model in key strategic accounts, to generate client specific business insights to improve their client retention, issue resolution, revenue generation, etc.Continuously improve the customer satisfaction, quality, and sales KPI’s, thru the effective deployment of the CIP framework to deliver a 50% reduction in all defect types.Deliver a 15% increase in share of wallet in our key strategic accounts with quality coverage, thru reduction of customer effort and touchpoints per resolution.Drive efficiency improvement of 15% thru efficiency gains, productivity and dollar saves in the budget.Ensure that all CE managers in the geo have a clear understanding of the vision and deliverables of the CE team and their expected contribution to the outcomes. Implement a monthly cadence of reviewing the business insights from CIP with the service delivery / account team to ensure complete alignment with the evolving customer expectations.Ensure cross functional actioning of the CE business insights generated, to prevent recurrence and drive improvement in the Customer experience.Build the CE team’s skillset, by evaluating the current capability and partnering with the capability development team to address specific skill development needs.Represent the Sutherland customer experience function in internal and external forums. Perform any other assigned tasks as required by the leadership team.Job QualificationsQualifications (Knowledge, Skills & Abilities):Hands-on experience in Retail Vertical A strong background in BPO/BPT (US) Experienced in customer research, business analytics and continuous improvementHands on experience in driving change management in a large matrix’ d environmentLean Six Sigma/CI Methodologies/Design Thinking trained and certified.Strong Lateral Work Experience in other functions like Service Delivery, Training, etc.Excellent presentation and facilitation skills for group sessions.Possess strong planning, organizational and execution skills, collaborative, professionalism, and initiative while handling multiple projects and programs concurrently.Strong written and verbal communication and interpersonal skills.Education and ExperienceProfessional degree or an MBA in Operations or the relevant experienceMin 5 years in the US Retail BPO/BPT industry.Min 6 years in a people management role with experience in directing multiple teams in a busy and task-oriented environment.An entrepreneurial mindset that is able to navigate through ambiguity and continuously evolving business needs.Ability to represent the function and company in client interactions (online and face to face).
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Director of Quality
2 weeks ago
bangalore, India Etenico Technologies Full timeJob Title: Director – Delivery Quality (US Healthcare) Position Summary Location:- Chennai /Hyderabad/Bangalore The Director – Delivery Quality will lead and strengthen Omega Healthcare’s delivery quality framework across US healthcare revenue cycle management (RCM), medical coding, and CDI. The role involves ensuring compliance with client SLAs and...
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Director Of Quality
4 days ago
Bangalore, Karnataka, India ecolab Full timeJob Title Director of Quality Location Bengaluru Karnataka India Job Summary The Director of Quality will lead and oversee all testing activities within the organization managing a team of 150-170 professionals including 6-8 direct reportees This role focuses on establishing a Center of Excellence ensuring the implementation of best practices governance...
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Director of Quality
1 week ago
bangalore, India Sutherland Full timeThe Director for customer experience owns the deployment of Sutherland’s quality framework in the assigned programs and partners with the business leaders, to ensure compliance to all contractual /client deliverables, continuous improvement of customer experience, talent development and deployment of Sutherland IT platforms to drive our strategic business...
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Director of Quality
6 days ago
bangalore, India Sutherland Full timeThe Director for customer experience owns the deployment of Sutherland’s quality framework in the assigned programs and partners with the business leaders, to ensure compliance to all contractual /client deliverables, continuous improvement of customer experience, talent development and deployment of Sutherland IT platforms to drive our strategic business...
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Director of Quality Assurance
2 weeks ago
bangalore, India Eurofins Full timeThe core responsibility of QA Director is to manage the QA/QC program and teams in countries across Asia and Rest of the World through the different teams dedicated in sourcing countries in close collaboration with the team leaders, vendors and factories and aligned with EVP Product Integrity and the Production teams in New York. Key Responsibilities:...
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Director of Quality Assurance
2 weeks ago
Bangalore, India Eurofins Full timeThe core responsibility of QA Director is to manage the QA/QC program and teams in countries across Asia and Rest of the World through the different teams dedicated in sourcing countries in close collaboration with the team leaders, vendors and factories and aligned with EVP Product Integrity and the Production teams in New York. Key Responsibilities:...
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Director Of Quality Assurance
6 days ago
Bangalore, India Eurofins Full timeThe core responsibility of QA Director is to manage the QA/QC program and teams in countries across Asia and Rest of the World through the different teams dedicated in sourcing countries in close collaboration with the team leaders, vendors and factories and aligned with EVP Product Integrity and the Production teams in New York. Key Responsibilities:...
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Director of Quality Assurance
4 days ago
bangalore, India Eurofins Full timeThe core responsibility of QA Director is to manage the QA/QC program and teams in countries across Asia and Rest of the World through the different teams dedicated in sourcing countries in close collaboration with the team leaders, vendors and factories and aligned with EVP Product Integrity and the Production teams in New York.Key...
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Director of Quality Assurance
4 days ago
bangalore, India Eurofins Full timeThe core responsibility of QA Director is to manage the QA/QC program and teams in countries across Asia and Rest of the World through the different teams dedicated in sourcing countries in close collaboration with the team leaders, vendors and factories and aligned with EVP Product Integrity and the Production teams in New York. Key Responsibilities:...
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Director of Quality Assurance
5 days ago
bangalore, India Eurofins Full timeThe core responsibility of QA Director is to manage the QA/QC program and teams in countries across Asia and Rest of the World through the different teams dedicated in sourcing countries in close collaboration with the team leaders, vendors and factories and aligned with EVP Product Integrity and the Production teams in New York. Key Responsibilities:...
