Assistant Manager Quality

3 days ago

Indore, Madhya Pradesh, India TP Full time ₹ 5,00,000 - ₹ 10,00,000 per year

BFSI Domain experience mandatory into Quality Domain Brief description of position (key role & responsibilities):FUNCTIONAL/ OPERATIONAL:Manage quality program in line with BEST QA Framework requirements

Prepare QA staffing and scheduling plan as per frequency defined

Facilitate achievement of quality SLA's and sampling targets

Conduct calibration sessions as per schedule and publish reports

Facilitate on-time Quality reporting at group and program levels

Conduct & Publish RCA for not meeting Quality/CSAT/ FCR metrics

Manage client calibration and process change sessions

Work in tandem with operations on frontline intelligence gathering for process improvements

Resolve disputes arising out of audit related issues

Manage and track process average time to feedback and quality of feedback delivered

Create weekly/ monthly review presentations for internal and external teamsTEAM RELATED:Certification management for Quality AnalystPrepare and track QA performance plans for team members

Drive quality improvement from QA TeamManage QA team motivation, development, and engagement.CLIENT SPECIFIC / ORIENTED:Communicate with client quality and operations team

Present WBR & MBR in tandem with operations

Deliver customer service improvement projects

Rotational shift

Week Offs- RotationalQualification:Graduate in any discipline

Attended training on BEST Quality FrameworkTraining or Certification on Quality Improvement approach (Six Sigma/LEAN/ISO) PreferredOther requirements

Domain/functional expertise areas:Adept at QA Management planning

Capability in conducting measurement system analysis

Good Excel Skills & Reporting skills

Understanding of quality management system

Good Verbal and Written CommunicationVariance Management, Root cause analysis and Storyboarding capability

Critical competencies for the position:Supports Innovation & Continuous ImprovementTakes Initiatives to Deliver Team ObjectivesCoaches, Trains & Develops quality team members

Quality Improvement focus

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