Quality Assurance (QA) Lead

Job Description

Role Purpose The purpose of this role is to ensure compliance and quality ofthe process within an account. Do Track and review the process quality through audits Develop audit plan as per SOP and allocate reviews to theanalysts Monitor to ensure that the audits are being conducted as perplan Review the audit data across the account to review the accountperformance on quality parameters, identify the error trends Prepare reports for review for the internal leadership as wellas client Identify the best practices and work with the delivery team todeploy for improvement Ensure compliance part of the process by front-ending with theexternal auditors CMMIE or any onsite audits, coordinating with theinternal teams and working with SDH and AH to develop SOPs andcompliance registers as required for the audits. Drive training within the account to ensure process qualityis maintained Conduct Root Cause Analysis of the errors to identify thetraining intervention to bridge the gap conduct monthly trainings based on the error types identified inthe process audits Deploy various training methods (classroom based, web based etc)to develop the skill and reduce error rates Develop the training reports and share with the key stakeholdersincluding the client twice a week. Support the incoming new process For an existing client, support the any new process addition byensuring online process training is conducted for the agents, agentshave the necessary skill and access is granted to them on applicationsrequired For any new process outside the account, support the team inidentifying the skill, availability of skill within DOP or avenues forupskilling the team to support the new process Effective Team Management Resourcing Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members toenhance capability & effectiveness Build an internal talent pool and ensure their career progressionwithin the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to buildengagement within the team Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Delivery Leadership Audit & training reports, error trends, new process Agents Training Training team for Account Training content and schedule RMAC Risk compliance DOP Support Compliance related support as per account SOW External Clients Reports on training and compliance External Auditors Audits Display Lists the competencies required to perform this role effectively: Functional Competencies/ Skill Domain/Industry Knowledge Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry Competent Process Knowledge Strong process understanding with a clearunderstanding of process quality parameters Competent Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well. Expert Applies the competency in all situations and is serves as a guideto others as well. Master Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization. Behavioral Competencies Project Management Skills Analytical Skills Execution Excellence Client centricity Passion for results Nurturing people Stakeholder Management Deliver No. Performance Parameter Measure 1. Process Performance Meet quality parameters in the account Trainings conducted Timeliness in reporting 2. Compliance Audit reports Compliance in audits 3. Team Management Team attrition %, Employee satisfaction score,

Keyskills :
root cause analysiseffective team managementroot causeteam tracktalent poolprocess auditaudit reportsteam managementprocess qualityrisk compliance