Quality Excellence Manager

5 days ago

Navi Mumbai, Maharashtra, India beBeeQuality Full time ₹ 9,00,000 - ₹ 12,00,000
Job Description:

As a Quality Team Leader, you will play a pivotal role in driving continuous improvement across the organization. You will be responsible for supervising a team of Quality Analysts and collaborating with them to develop quality standards and methods.

You will conduct audits, attend business reviews and calibration sessions, and work cross-functionally to address opportunities for improvement, contributing to the larger goal of operational excellence.

  • Calculate monthly audit targets and distribute workload among Quality Analysts.
  • Drive audit target completion across the team.
  • Gather insights from QAs, based on audits, to identify training needs and prepare for briefings.
  • Report performance metrics for the assigned span on a daily, weekly, and monthly basis.
  • Suggest process/system improvements backed by quantified improvement opportunities, based on recurring customer concerns.
  • Attend weekly business reviews with Campaign Team Leads, Operations Managers, and Clients.
  • Coordinate with Training teams to develop training needs analysis.
  • Participate in strategic projects within the campaign or Line of Business (LOB).
  • Interview, onboard, and train new QAs.
  • Conduct periodic training sessions for the aligned span on quality tools and analysis.
  • Perform audit-over-audit checks for QAs to ensure consistency and accuracy.
  • Coach and mentor QAs to support their performance improvement and upskilling.
  • Maintain a performance stack rank for QAs and conduct quarterly performance reviews.
  • Organize and lead cross-functional calibration sessions for QAs, Operations, and Training teams.

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