Assistant Quality Assurance Manager

Key Responsibilities:

· Meeting & exceeding defined KPIs

· GB or YB Trained/certified candidate will be preferred

· Should be able to create a strong governance model to ensure compliance on QA KRAs

· Using smart logic in sampling for audit planning & ensure complete audit coverage

· Support peers & focus on QA metrics and operational processes that drive KPI results

· Highlight bottom quartile performers & QA outlier management

· Coordinate with training and Operations to identify systemic quality-improvement
opportunities

· Capable to meet ADHOC Client end requirements within specified timeline

· Ensure participation in all internal & client call as required

· Lead & participate in calibration sessions with Quality/Operations & Client

· Team management & staff planning

· Coach analyst based on evaluation trends

· Conduct performance reviews and team meetings

· Report results of evaluations to all stakeholders on weekly & monthly basis

· Analysis on contact driver and highlight different level trends

· Use trends to identify training needs and developing action plans & tracking daily feedback
closure

· Prepare Weekly, Monthly & Quarterly reviews

· Assures effective process and policy mechanisms are in place

· Weekly QA Spot-check Reporting

· To oversee risk management activities across the Program

· Initiate metric improvement activities/projects

· Should have ability to interpret the data and come up RCA’s and action plan to ensure
consistency in performance

· Develop Improvement plan in liaison with other department(s) & monitor efficacy on
weekly and monthly basis

· Work on Customer Experience analysis and identify causal factors which are impacting CX
and share recommendations

Key

Skills:

· Ability to motivate and inspire new & existing Teammates.

· Skills for planning, assigning work & grievance handling

· Must have a strong eye for detail and a thorough understanding of client expectations

· Must display positive energy, service-oriented attitude towards all teammates.

· Strong managerial, organizational, prioritization and leadership skills

· Solid language fluency required – Reading, Speaking, understanding & Writing (enunciation, clarity and professionalism)