Job Description
Target
• % of quality trainings completed by delivery teams
KRAs
• % reduction in COPQ across verticals
• % improvement in quality index quarter-on-quarter
• # quality management trainings conducted
Key Interfaces
• Collaborate with ADMs to undertake root cause analysis for low CSAT scores or customer complaints and create actionable plans for score improvement
• Work with ADMs to roll out quality metrics and reviews
• Collaborate with Delivery Ops on data accuracy, reporting cadence, and audit trails
• Interact with PMs for tracking tech-level issues impacting service quality
• Coordinate with all relevant stakeholders on closure of observations found in audits and ensure completeness of quality documentation
• Partner with HR and L&D to drive delivery quality training programs
• Liaise with Quality SPOCs across Horizontals to align standards and share best practices
• % of quality trainings completed by delivery teams
KRAs
• % reduction in COPQ across verticals
• % improvement in quality index quarter-on-quarter
• # quality management trainings conducted
Key Interfaces
• Collaborate with ADMs to undertake root cause analysis for low CSAT scores or customer complaints and create actionable plans for score improvement
• Work with ADMs to roll out quality metrics and reviews
• Collaborate with Delivery Ops on data accuracy, reporting cadence, and audit trails
• Interact with PMs for tracking tech-level issues impacting service quality
• Coordinate with all relevant stakeholders on closure of observations found in audits and ensure completeness of quality documentation
• Partner with HR and L&D to drive delivery quality training programs
• Liaise with Quality SPOCs across Horizontals to align standards and share best practices
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