Aegis Global - Associate Vice President - Quality

Principal Accountabilities (Key Result Areas) :

- Responsible for managing the Quality Assurance program for assigned Client Programs and/or Locations.

- Initiate and Review Standardization Drives and Improvement Projects

- Accountable for ensuring clear visibility of the performance improvement opportunities across the Critical KPIs relevant for the Client programs. KPIs may include CSAT, AHT, NPS, Repeat. FCR, Sales, Conversion, Up/Cross Sell, TAT, Cycle Time

- Guide the Team to provide Business Intelligence to the Internal Stake Holders and Clients

- Accountable for Hygiene and Integrity of Operations including implementation of actions resulting out of such incidents.

- Ensure adherence to legal compliances (ZTP, SQV, Regulatory Norms)

- Manage Client Relationships with regard to Quality as a function and maintaining Communications and delivering on commitments.

- Mentor and Review Improvement Projects, (Six Sigma, Lean, PDCA, etc)

- Identify Skill development opportunities for team members and responsible for imparting necessary Skill Development programs for team members.

- Clearly outline and suggest actions on Inputs to ensure qualitative Outputs to meet and exceed internal and client targets

- Ensure rational and justified use of Analytical Tools and Improvement Methods, optimum effectiveness.

- Manage and Optimize Cost of Quality. (Spans, Productivity, Staffing, Automation, compensation, incentives...) including any performance improvement actions.

- Quality Best Practices (QA Call Taking, Audit The Auditor, Calibration, Dispute Management, Focused Audits)

- Own the Risk Assessment and Mitigation strategies of the Account and Location (FMEA)

- Process Audits on SOPs, SOWs, Standards (Security/ISO/COPC etc), Best Practices. (Sample / Population)

Knowledge :

Qualification : Graduate/ Post graduate, MBA (desirable)

Experience : 10-15 Years experience with atleast 5-6 years in the following areas mandatorily.

- Managing Quality as a function or Responsible for Performance Improvement initiatives with a team size of over 20 numbers.

- Directly interacting with Client and managing client deliverables, preferably in a third party delivery center.

- Experience in a Call Center environment will be preferred.

Desirable : Certified in Quality related programs - Six Sigma Black Belt, Lean, etc

Age Group : The incumbent should be in the age group of 31-40 years.