Manager I, Quality

Role and Key Responsibilities:

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Drive continuous improvement for TQ and Delivery.

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Manage Call Quality & Client related KPI's.

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Evaluate effectiveness of TQ interventions .

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Strengthen Training & Quality management processes / framework to improve quality of delivery.

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Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the client's expectations.

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Drive Process control & Compliance in addition to managing the Audit requirements.

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Ensure knowledge consistency through calibration, quizzes, D-Sat scrubbing etc.

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Interact and streamline channels of communication with other Functions and Clients.

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Provide quality floor support, feedback, refresher and corrective training

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Support cross process / location teams.

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Key Skills and knowledge:

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Knowledge about computers & MS Office.

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Excellent communication skills.

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Good people management skills

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