Quality

3 days ago

Kolkata, India 2COMs Full time

Exp : 3+ yrs

**Key Responsibilities**:

- Responsible for leading, motivating and supervising the team of Quality Analysts
- Identify root causes and recommend solutions for improvement
- Set up, improve, drive and streamline monitoring, feedback & other internal processes related to Quality and Compliance
- Develop Controls to minimize external and internal escalations
- Collect Data, perform analysis and RCA on metrics and publish reports
- Drive Process control & Compliance in addition to managing the audit requirements
- Drive FMEA and other compliance activities for the account
- Monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results
- on an ongoing basis
- Focus on identification and highlight any/all compliance defects and recommend action plan
- Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectation
- Ownership of compliance, data security and risk assessment for the process - highlight noncompliance in time to avoid surprises or before reported by external sources
- Conduct Weekly Review the Reviewer for all Quality analysts and provide appropriate coaching
- Responsible for all risk management & compliance activities as applicable to this functional role
- Manage Client/Internal KPIs’
- Collaborate with Operations, Training and Quality to drive Compliance conformance

**Desired Skills**:

- Excellent verbal and written communication skills
- Willingness to work in a 24*7 (Day and Night Shifts - Rotational) with no fixed week offs environment. Should be flexible about working on weekly offs in case of an urgency
- Graduation in any discipline
- Experience in coaching individuals via observation, feedback, mentoring and task demonstration
- Proficient with MS office (PowerPoint, Excel, Word, etc.)
- Ability to analyze data and extract insights
- Experience in coaching individuals via observation, feedback, mentoring and task demonstration
- Ability to drive initiatives to closure by inter-functional collaboration
- Ability to provide leadership, direction and motivation to build high performing teams
- Analytical Skills / Quantitative skills - Should be able to interpret and analyze large volumes of data - at LOB or site level

**Requirements**:

- Quality - BPO

**Benefits**:

- As per co norms

**Job Information**:
Salary

**300000 - 500000**
***

City

**Kolkata**
***

State/Province

**West Bengal**
***

Country

**India**
***

Industry

**BPO**
***

Zip/Postal Code

**700001

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