Quality and Compliance Lead
3 days ago
**Job Description**
We are looking for a qualified professional to fill the position of Quality and Compliance Lead. In this role, you will be responsible for leading our quality and compliance efforts. You will develop and implement strategies to drive service-delivery standards and enable a low-risk, zero-surprises organization.
Your goal is to ensure continued calibration to the quality framework and drive performance to meet all quality metrics. You will work closely with the team to facilitate Kaizen initiatives and account for customer complaint resolution processes.
Key Responsibilities:
- Develop and implement quality frameworks to drive service-delivery standards
- Lead audit compliance, root cause analysis, and remediation plans
- Ensure adherence to contractually binding audit targets
- Drive performance to meet all quality metrics, including SLA baselining, predictive SLA monitoring, and reporting
- Facilitate Kaizen initiatives within the team
- Account for customer complaint resolution processes
Requirements:
- At least 5 years of BPO experience
- At least 2 years of working with quality
- Ability to facilitate Kaizen initiatives within the team
- Strong communication and leadership skills
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