- Ensure timely incubation of QCAs in allocated processes and ensuring that QC deliverables (monitoring, feedback, production, reporting, Utilization) targets are met
- Assist in set up of Quality Compliance function for business processes in coordination with Operations and/or Migrations Team
- Timely and accurate reporting of the internal rating on the SLA parameters; timely and accurate reporting of quality performance
- Conduct regular Gage R & R / calibrations sessions internally and/or with clients
- Perform reviews to ensure compliance to QSD and facilitate in changes in QC procedures
- Drive compliance in business processes to internal standards and third-party certification standards by providing support to Operations in closure of audit findings
- Work closely with Customer Experience team to drive improvement in C-Sat and soft skills
- Actively work with GB / BB to identify improvement areas and/or in improvement projects and initiatives like AIM (All Ideas Matter)
- Train / mentor QCAs on quality tools and concepts (eg., QC Induction program)
- Ensure timely incubation of QCAs in allocated processes and ensuring that QC deliverables (monitoring, feedback, production, reporting, Utilization) targets are met
- Assist in set up of Quality Compliance function for business processes in coordination with Operations and/or Migrations Team
- Timely and accurate reporting of the internal rating on the SLA parameters; timely and accurate reporting of quality performance
- Conduct regular Gage R & R / calibrations sessions internally and/or with clients
- Perform reviews to ensure compliance to QSD and facilitate in changes in QC procedures
- Drive compliance in business processes to internal standards and third-party certification standards by providing support to Operations in closure of audit findings
- Work closely with Customer Experience team to drive improvement in C-Sat and soft skills
- Actively work with GB / BB to identify improvement areas and/or in improvement projects and initiatives like AIM (All Ideas Matter)
- Train / mentor QCAs on quality tools and concepts (eg., QC Induction program)
Bachelor's Degree
London Market experience is mandatory
