Quality Director
7 days ago
Responsibilities:
- Work in a collaborative manner with stakeholders - various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.
- Ensure employee satisfaction. Build a positive working atmosphere within the team and engage the team members with employee engagement models. Build competencies within the team so they can pick up additional responsibilities / move to the next level.
- Prepare and review Quality plan to implement Quality procedures effectively in assigned site and programs. Manage the resources including human and equipment from a high level to deliver Quality flawlessly.
- Look at ways to reduce waste and increase efficiency.
- Use process mapping techniques and quality tools to increase utilization and performance.
- Responsible for QMS and compliance. Work on having quality check plan, documented procedures, processes, records as per QMS requirements. Ensuring compliance to the standard. Stringent review mechanism to ensure compliance and strong governance model.
- Review performance periodically by gathering relevant data, analyses, reports, and insights / trends. Review Program requirements and ensure they are met. Look at the program metrics, create and implement an action plan to meet and exceed customer requirements.
- Drive and remove bottlenecks for continuous improvement initiatives. Focus on bringing baseline performance to entitlement and then move towards a new benchmark.
Qualifications:
- Strong background of managing Quality standards for large contact center operations, with proven track record of achieving Quality Metric Targets / Thresholds.
- Effective communicator with experience in interacting with stakeholders internally and externally.
- Good experience in Transaction Monitoring management like sampling, coaching, creating monitoring forms, verifying effectiveness of monitoring.
- Excellent project management skills with ability to create and execute action plans while working with multiple stakeholders.
- Experience with Certification audits like ISO / COPC so that he / she can drive and facilitate the requirements.
- Led or coached projects like Six Sigma, Lean, Kaizen, etc. for improvement.
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