Quality Assurance Director

2 weeks ago

Noida, Uttar Pradesh, India Axis Bank Full time
Job Description:

The Quality Assurance Director is responsible for leading the Quality Assurance team in ensuring the highest quality standards in the execution of duties. This includes orienting and training new quality assurance personnel and mentoring key departmental personnel to improve their skills.

The Director of Quality Assurance must be able to work in a collaborative manner, establishing positive relationships with leadership, operations leads, quality analysts, knowledge management, training, MIS, and frontline resources. This requires professionalism, expertise, and the ability to gain the trust of others in an ever-changing environment.

Key Responsibilities:

  • Ensure services meet and exceed quality and productivity standards while delivering on the service promise to customers.
  • Develop quality assurance plans, methodologies, and procedures in accordance with Standard Operating Procedures (SOPs).
  • Monitor team productivity and adherence to SOPs, evaluating effectiveness and taking corrective actions.
  • Facilitate calibration sessions with leadership to ensure consistency in the evaluation process.
  • Identify root causes of customer escalations and implement process improvements.
  • Prepare quality reports, implementing corrective and preventive actions, and ensure availability to stakeholders.
  • Engage stakeholders through meetings and forums to improve accuracy, quality scores, and customer experience ratings.
  • Liaise with training to ensure quality audits result in relevant training content and participation in certification processes.
  • Manage employee engagement to enhance performance and control attrition.
  • Provide required support to frontline resources in the absence of their managers.
  • Participate in projects involving communication initiatives, system enhancements, root cause analysis, and workflow redesign.

Qualifications:

Optimal qualifications for success include:

  • Graduation from a recognized university.
  • Experience (5+ years in Quality with at least 2 years of People Manager experience).

Role Proficiencies:

For successful execution, the candidate should possess:

  • Retail Banking domain knowledge.
  • Financial products knowledge.
  • Outbound call center operations knowledge.
  • Quality standards and process improvement methodologies knowledge.

Skills:

The ideal candidate should have:

  • Excellent communication skills.
  • Leadership skills, good interpersonal skills, stakeholder management.
  • People Management skills.
  • Coaching skills.
  • Strategic Planning, decision making, and prioritization skills.
  • Strong organizational skills.
  • Ability to analyze data and present findings.
  • Relevant skills on systems and technology.

Ability to:

The candidate should be able to:

  • Work under pressure and/or in an unstructured environment.
  • Deal with complexity and ambiguity.

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