Senior Quality Assurance Leader

Job Title: Senior Quality Assurance Manager

Description:

• Drive performance and optimize operations by establishing and evolving formal QA processes.
• Oversee all aspects of quality assurance, including metrics, industry best practices, and new tools to ensure quality goals are met.
• Participate in internal and external calibration sessions.
• Lead a team of Quality Assurance Senior Executives/Executives and handle weekly and monthly targets.
• Maintain and improve CSAT for the process.
• Create and identify TNI's for the process.
• Develop action plans for repeat defaulters and bottom quartile performers.
• Create and present performance dashboards – weekly and monthly.
• Conduct development trainings for QA's and process associates.
• Work on RCA for low scores received on CSAT surveys.
• Efficiently utilize resources to maximize output.
• Lead calibration sessions and share reports with internal stakeholders.
• Monitor process functioning, identify improvement areas, and implement measures to minimize errors.
• Conduct process-level analysis, root cause analysis, trend analysis, training need analysis, etc. and develop plans to minimize errors.
• Design new templates, dashboards, and matrices to measure team performance.
• Train on QMS, data analysis, and basic quality tools to enhance process improvement abilities.
• Adhere to SLA's and contractual obligations for processes operating from various locations.
• Manage Process Audits and Business Performance Reviews.