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Quality Assurance Director

1 week ago

Bengaluru, Karnataka, India Demographic HR Services Full time
Transform Your Career with Demographic HR Services

We are seeking a talented individual to join our team as a Quality Assurance Director. This is an exceptional opportunity for someone who is passionate about driving excellence in transaction quality and delivery.

About the Role:
In this position, you will be responsible for enhancing key metrics such as NPS, CSAT, and FCR. You will also own KPIs, manage transaction quality & client KPIs, ensuring high performance and client satisfaction.

Key Responsibilities:
  • Drive innovation and improvement by evaluating existing processes and implementing new quality enhancements.
  • Owning SLA & SLO metrics, reporting critical metrics, and customizing processes to exceed client expectations.
  • Ensuring compliance with high standards by managing audit SLAs, process control, and quality assurance.
  • Leading and mentoring front-line teams, providing crisp feedback, driving training, and elevating team performance.
  • Collaborating across teams to identify opportunities for process improvements and refining workflows.

Requirements:
  • Expertise in managing quality systems, tools, and process improvement strategies.
  • Strong analytical and quantitative skills to track, interpret, and leverage data to improve processes.
  • Exceptional communication skills in English (oral and written) with excellent comprehension.
  • Proven ability to lead, motivate, and drive teams to exceed goals.
  • Ability to work in a 24/7 environment, adapting to night shifts and weekends.
  • Graduate in any discipline, with Six Sigma Lean Certification preferred for certain roles.