Lead and develop the Quality management priorities for 3 country sites in alignment with head office
Team management - managing an international team of 10+ Quality Evaluators and Team Leaders for aligned processes
Act as the regional leader in all matters related to Quality Management including client meetings and business reviews
Set the high bar standard in the region to help develop a culture where quality is a core principle of CS operations and is advocated by all
Provide regional reporting on quality program status, performance, hiring, onboarding and outcomes to the head office Quality management on a regular basis
Develop a fully trained, high-performing, motivated and empowered regional Quality team
Analyse different data points on a daily/weekly basis to identify trends and improvement opportunities – both at teams and individual contributors levels
Proactively identify opportunities to improve QA work and coordinate with different functions – operations, training, workforce management
Lead all practice of Quality Control, validation, calibrations, customer Quality interface and client Quality assurance by developing key client partnerships
Analyze and report trends in Agents/Process performance
Participate in quality systems improvement activities using six sigma methodologies
Bring insights and innovation ideas from QA perspective and help our operations team standardize work process and procedures - push initiatives to improve transaction Quality through new quality tools and motivational levers
Identify bottom quartile factors and team players and steps to improve them
Design, implement and monitor Quality corrective action plans when required
Liaise with key stakeholders – internal & clients – for alignment and improved Quality results
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