Assistant Manager - Quality Excellence

• Ensure timely incubation of QCAs in allocated processes and ensuring that QC deliverables (monitoring, feedback, production, reporting, Utilization) targets are met
• Assist in set up of Quality Compliance function for business processes in coordination with Operations and/or Migrations Team
• Timely and accurate reporting of the internal rating on the SLA parameters; timely and accurate reporting of quality performance
• Conduct regular Gage R & R / calibrations sessions internally and/or with clients
• Perform ongoing reviews to ensure compliance to QSD and facilitate in changes in QC procedures
• Drive compliance in business processes to internal standards and third-party certification standards by providing support to Operations in closure of audit findings
• Work closely with Customer Experience team to drive improvement in C-Sat and soft skills
• Actively work with GB / BB to identify improvement areas and/or in improvement projects and initiatives like AIM (All Ideas Matter)
• Train / mentor QCAs on quality tools and concepts (eg., QC Induction program)

Bachelor's Degree

London Market experience is mandatory

Only applicable for External hiring