Director of Quality Assurance

The Opportunity

In this role, the Director of Quality Assurance, ensures all services meet quality standards as per client’s business requirements.

The key objective is to understand customer expectations and needs, aligning to TP’s Quality standards and managing quality control process for Technology clients.

The Responsibilities & Duties
• Being highly analytical and will manage and focus on review of key drivers, metrics and operational processes for Technology accounts
• Managing BEST QA framework Implementation for Technology account
• Demonstrate commitment to program internal customer satisfaction
• Defining audit strategies to ensure maximum improvement in quality performance
• Using smart logic in sampling for transactional audits
• Optimizing QA staff for maximum efficiency (productivity and accuracy)
• Ensuring complete audit coverage operator wise as per audit plan and budgeted manpower
• Analyzing the reason of errors and concentrations of errors for improvement
• Ensuring RCA (root cause analysis) for escalations within operations
• Reviewing and redefining end to end non-compliance monitoring process
• Conducting daily hygiene checks on KPI outlier (operators) like AHT, CSAT and FCR to improve performance
• Designing Key Performance Indices and defining Key Responsibility Area for QA staff
• Recommending KPI changes as and when required to business to improve performance Managing end to end QA employee life cycle in operations
• Managing manpower budget and hiring of QA staff
• Responsible for career development and growth path for QA staff
• Drive continuous improvement initiatives and automation opportunities to improve effectiveness and build efficiencies in program.
• Involve self in RFP for new accounts and managing transition as part of Quality function

The Qualifications
• Graduation degree
• 12+ Years Experience in Service industry with 5 – 7 Years in Transactional Quality managerial role
• Minimum Lean Six Sigma Green belt certification is must.
• Experience in CSAT/ NPS metric management
• Customer Service Orientation
• Excellent verbal and written communication.
• Data analysis and statistical aptitude
• Good interpersonal skills.
• Quality improvement project delivered using PDCA/Six Sigma or LEAN Methodology
• Exposure to handling clients and operations Stakeholders independently
• Advanced Excel Skill preferably expertise in Power BI, Tableau etc will be preferred
• Six Sigma/ LEAN or Equivalent certification is preferred
• Skills for planning, assigning and directing work.
• Ability to coach, develop action plans which maximize performance and provide effective feedback