Develop, implement, and continuously improve the overall Quality Assurance framework for the account, ensuring alignment with client requirements, internal standards, and service level agreements (SLAs).
Lead and manage a team of Quality Team Leaders and Quality Analysts, providing coaching, calibration, and performance feedback to ensure consistent quality delivery and high engagement levels.
Own and monitor key quality KPIs such as accuracy, compliance, CSAT, audit scores, and defect rates. Prepare and present weekly and monthly quality reports to internal stakeholders and clients.
Conduct regular root cause analysis on quality gaps and customer issues, and drive corrective and preventive action plans in collaboration with Operations, Training, and Client Services teams.
Act as the primary Quality point of contact for clients, leading calibration sessions, business reviews, and audits to ensure alignment on quality expectations and continuo...
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