Quality Lead - Contact Center - BPO

Quality Lead-Contact Center

Job Purpose :

The Quality Lead is responsible for assuring the quality of and adherence to systems/software product standards, processes and procedures. Compliance with agreed upon standards and procedures is evaluated through process monitoring, product evaluation and work product audits. This Lead role will manage projects, coach and mentor other and assist in developing Quality Managers/ Analysts to develop and deliver effective Quality SLA's with the team for maximizing Cx and productivity.

Roles & Responsibilities :

- Set-up, manage and be responsible of achievement of Quality SLAs across all live projects for the Cross Sell Business.

- To assist business transformation and to drive effective processes with quality standards that are in line with the Bank's objective and the regulatory framework.

- Meet with key business stakeholders and project members to document business and functional requirements.

- Provides expert guidance to build upon quality assurance/test standards to achieve business benefits for all stakeholder groups and focuses on continual process improvement to sustain customer satisfaction/sales productivity.

- Excellent understanding of quality cost/benefit principles and quality's effect on business decisions.

- To lead improvement opportunity identification across verticals through audits, process mapping, strategic reviews, VOC, benchmarking etc.

- Collect and analyze data to detect factors leading to variances in Quality standards, viz., deficient controls, duplicated effort, errors, omissions, non-compliance with defined procedures and management policies or any other variable.

- Promote process improvement through identifying and addressing the recurrent quality assurance issues at an individual and team level, promote sharing of best practice among project teams.

- Consult Operations, define and implement reliable review mechanisms to measure quality actionable on a regular basis.