Job Description

Role Purpose
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

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Responsibilities :

The  Quality Team Lead will be responsible for managing day-to-day audit operations, performance according to the relevant service level metrics, compliance to guidelines and policies for providing the Services. In addition, the team lead will also need to perform Quality Audits and the volume will be defined 

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Key Responsibilities:

· Ensuring timeliness and completion of the audits and all other Service Level agreement defined by Client

· Lead and manage a team of Quality Analysts (IQE) to ensure the delivery of high-quality services in accordance with client requirements and organizational standards.

· Develop and implement quality assurance processes, guidelines, and standards to drive continuous improvement and enhance overall customer satisfaction.

· Conduct regular ATA to check the understanding of the audits done by IQEs as a part of internal Governance

· Carrying our weekly / monthly reviews with client

· Monitor and analyze quality performance metrics, identify trends, and recommend strategies for performance enhancement.

· Ensure internal & external calibration sessions are executed based on the expectation in a timely manner

· Timely communications to partners on calibrations & sharing insightful executive summary to the client and required audiences

· Carrying out weekly/fortnightly/monthly deep dives with partners and sharing actions for improvement

· Keeping a track of Action Item Tracker and publishing the status for tracking purposes

· Carrying out session with the team on different Quality tools to upskill the team

· Collaborate with other departments and stakeholders to implement quality initiatives, resolve issues, and drive process improvements.

· Provide coaching, mentoring, and training to team members on quality standards, processes, and best practices.

· Strong leadership skills with the ability to effectively motivate, guide, and develop a team.

· Excellent knowledge and understanding of quality assurance principles, methodologies, and tools.

· Providing insightful recommendations from ATAs & studies conducted by QAs

· Carrying out round table conferences and one on one coaching / feedback sessions with the team

· Exceptional analytical and problem-solving skills to identify patterns, root causes, and implement corrective actions.

· Excellent communication skills, both written and verbal, with the ability to provide constructive feedback and communicate effectively with team members and stakeholders.

· Proficiency in using quality management software and tools to track, analyze, and report on quality metrics.

· Detail-oriented with a strong focus on accuracy and attention to detail.

· Ensuring Billing targets are met by carrying effective capacity planning and controlling planned & unplanned shrinkage and attrition as per organization standards.

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Skills :

- Excellence Communication & presentation skills

··Demonstrated experience in leading and managing a team, preferably in a quality-focused role with a team size of 10-20 Quality Analyst.

- Presenting Weekly/fortnightly reviews with the client

- Experience in Leading calibration sessions as a lead

· Certification in quality management or related field (e.g., Six Sigma, Lean) is a plus.

· Proven track record of successfully implementing quality improvement initiatives.

· Ability to work independently, make sound decisions, and take ownership of assigned responsibilities.

· Flexibility to work in shifts and adapt to changing business needs.

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Qualification 

Graduates

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Experience :

3-5 years