Executive Director of Quality Assurance
5 days ago
**Job Description**
We are seeking a highly skilled and experienced Quality Assurance Professional to lead our team in delivering exceptional service quality. As the ideal candidate, you will have a strong background in BPO operations and at least 2 years of experience in quality management.
Key Responsibilities:
- Develop and implement strategies to improve service delivery standards, ensuring low-risk and zero-surprises business-as-usual (BAU) operations.
- Conduct audit compliance checks, identify root causes, and develop remediation plans to ensure adherence to contractually binding audit targets.
- Design and implement sampling and stratification strategies based on compliance checks, financial processes, customer priorities, and agent performance.
- Maintain calibration to the quality framework and drive performance improvements to meet all quality metrics, including SLA baselining, predictive monitoring, and reporting.
- Lead Kaizen initiatives within the team and facilitate customer complaint resolution processes.
- Ensure process documentation and sign-off as per ISO standards and WNS Quality Assurance requirements.
- Provide timely and accurate reporting, updates, and business insights to stakeholders.
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Executive Director of Quality Assurance
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