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 :--

Key Responsibilities:

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

· 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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 Qualification :

• Graduate or Post Graduate from any stream
• Knowledge of Google Looker studio
• Presentation Skills
• Shift will be in Indian time zone 9 PM to 6 PM but candidate has to be flexible in shifts as Operations is in 5 countries India, North America, Latam, APAC & EMEA. 
• BPO experience is required in Quality / Process excellence domain in Advertising, Ecommerce platforms, Financial Domain, Digital Marketing Domain.

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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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