Job Description:

• Manage 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU
• Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
• Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
• Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
• Effective deployment of RCA framework including communication, follow through & training
• Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook
• Digitalization & mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control...