Director/VP - Quality Assurance Head - BPO

Director/VP (Head) Quality Assurance (International BPO)

This role provides leadership to the quality assurance team by establishing tools, workflows, policies and procedures to ensure consistency.

- Monitors results to ensure quality and process of work are met.

- Maintains quality assurance program for resources onshore and offshore across multiple specialties ensuring timelines are met.

- Accountable for developing and maintaining a process to identify risk and partners with education and operations to ensure quality scores exceed the service requirements.

Key Responsibilities -

- Monitors QA scores for onshore and offshore resources. Provides feedback to education and operation teams to establish action plans.

- Monitor trends to identify educational needs for onshore and offshore resources.

- Identifies risk to establish specialty or client specific targeted QA plans which requires continuous monitoring and evaluation.

- Maintains internal QA plan for team to ensure quality and integrity of the program.

- Assist with the preparation of the client reporting related to quality scores and associated action plans.

- Partners with the business unit to create a comprehensive team to support the clients and the coders.

- Provides strategic leadership to the team and maintain employee engagement.

- Ensure that appropriate levels of learning and training occur within the QA team to sustain a state of the art QA practice

- Collaborate with product management and development management to create predictable and cost effective software development plans

- Streamline QA practices to allow for effective use of both internal and external QA resources to support scale

- Assists in the ongoing development and implementation of the organization's adopted QAPI program.

- Maintains and updates organization-wide QAPI program, policies, and procedures as required by regulatory changes; communicates those changes throughout the organization.

- Develops effective data collection, organization, and evaluation systems for monitoring the quality.

- Summarizes collected data and reports findings and recommendations in a timely manner to centers, Operations and Compliance.

- Prepares quarterly quality metrics reports for the Board.

Qualification And Experience:

I. 15-22 years Leading Quality Assurance experience & must be from BPO Industry.

II. Must be task oriented and have ability to prioritize multiple projects with competing priorities.

III. Ability to analyze documentation and perform data analysis

IV. Solution oriented when managing workflow, client or internal obstacles.

V. Strong decision making, judgment and analytical skills.

VI. Ability to direct and collaborate with internal and external stakeholders.

VII. Ability to influence internal customers and key stakeholders.

VIII. Effectively establish and build partnerships with external customers.

IX. Demonstrate ability to effectively lead team of direct resources

X. Focus on continuous improvement and measurable outcomes

XI. Ability to work independently in fast pace environment

XII. Excellent communication and interpersonal skills required.

Remuneration:

An outstanding remuneration package that rewards professionalism and diligence will be on offer for the successful applicant as well as a well defined career path. An excellent package will be on offer for the right candidate, including an above industry base salary for the right person as well as the most complete employee benefit scheme. Don't miss out on this opportunity to join the market leader

Contact Person Name, Address & Nos.:

P.G.Ganesh

Perfect Placer

C-174, Sector 51, Noida - 201301

Mobile : 9873663105