Roles and Responsibilities

  • Leadership. Independently lead a team of quality associates and foster a culture of quality within the process.
  • Problem Solving. Address issues comprehensively, developing action plans with tangible deliverables.
  • Process Improvement. Manage knowledge and implement best practices from other locations to enhance process performance.
  • Quality Assurance. Ensure adherence to QA and Transaction Monitoring plans, meeting timelines, and quality standards.
  • Reporting. Proficiently work with data to generate various reports and analyses.
  • Client Interaction. Interact confidently with clients, managing and handling their needs effectively.
  • Coaching and Feedback. Provide constructive feedback with patience, maintaining coaching standards for associates.
  • Progress Tracking. Review and track progress on action plans shared by internal teams, highlighting deviations.
  • Quality Audits. Plan and conduct transactional quality audits, driving process improvements and calibrations.
  • Project Management. Lead improvement projects monthly, addressing identified improvement areas.

Key Deliverables (KRA/Measure)

  • Proficiency in MS Office/Quality Tools/Data Analysis/Analytical Skills/Reporting/Google Suite.
  • Ability to handle pressure and excel in a fast-paced environment.
  • Excellent English communication skills, both spoken and written.
  • Deep understanding of processes to identify gaps and suggest improvement plans.
  • Ensure client quality targets are not only met but exceeded.
  • Ensure closure of contractual audit targets, feedback, and reporting as per defined processes.

Applicant’s Specifications & Qualification

  • Confident and capable of managing client interactions.
  • Flexible, with strong problem-solving and lateral thinking skills.
  • Ability to work independently while achieving team goals with minimal supervision.
  • Proficient in data analysis and report generation.
  • Understanding of business requirements and ability to address issues at various levels.
  • Detail-oriented and proactive in plan execution.
  • Experience in BFSI processes is advantageous.

Previous roles as a Customer Service Associate, QA/QTL in Customer Service, Back Office, or Chat support are desirable.