Job Description

Brief Job Description

  • Ensure timely incubation of QCAs in allocated processes and ensure QC deliverables (evaluations, reporting, feedback, reporting, etc.) targets are met
  • Assist in setting up the Quality Compliance function for business processes in coordination with Operations and/or migration teams
  • Ensure timely and accurate reporting of internal ratings on SLA parameters and Quality performance
  • Work closely with the Customer Experience team to drive improvement in CSAT and soft skills
  • Actively work with GB/BB to identify improvement areas and/or improvement projects on initiatives like AIM
  • Train/Mentor QCAs on Quality Tools and concepts (QPE Orientation, Quality Core Skills Training)


Competencies Required

  • Proven leadership skills
  • Ability to develop and motivate a team
  • Ability to communicate effectively to a variety of audiences
  • Ability t...

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