Roles and Responsibilities:
• Manage a team of 10-12 quality assurance associates and assistant managers
• Develop and implement effective quality assurance framework
• Define sampling strategy and develop quality standard document for each process
• Ensure audit targets are completed for all processes as per the defined sample size
• Ensure error notifications are sent to the stakeholders in a timely manner
• Ensure root cause analysis is performed for all internal and external (client comebacks) errors in an effectively and timely manner
• Ensure coaching and feedback is provided to all agents
• Ensure corrective and preventive action plans are developed for all internal and external (client comeback)errors
• Ensure team performs follow-ups on the implementation of the action plans and perform reverification on the corrective actions implemented by operations
• Ensure bottom quartile(BQ)management and training need identification (TNI)activities are cond...