Head Of Quality (BPO industry only)

Expectations from the role

• Drive continuous improvement program across processes
• Analysis of utilization, efficiency and available data for the process
• Undertake detailed process improvement studies and up skills the team members
• Drive culture of continuous improvement
• Ability to lead a team, coordinate with other location and drive standardized practices
• Should meet and exceed client metrics: External & internal quality metric should be consistently green
• Strengthen quality management processes/framework to improve quality delivery
• Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation
• Ability to get out of the box ideas and Process Improvement Initiatives in the process
• Should drive Process Control & Compliance in addition to managing Audit requirements
• Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc.
• Should have persuasive, collaborative and influencing skills
• Strong interpersonal skills to manage client expectations/engagements effectively
• Excellent Transactional Quality Domain Knowledge
• Strong Process Knowledge and Compliance to Multiple Audit Postures
• Design overall framework of learning development for associates across all locations in India
• Translate E business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options
• Define functional learning paths that are directly linked to organizational and business goals by establishing and maintaining partnerships with key business leaders, HR Generalists and the Performance Management team
• Define a framework for measurement and analysis of learning impact on change in associate behavior and performance
• Ensure consistency in training content effectiveness by defining and operationalizing a content evaluation framework for programs
• Design and develop outline for associate and senior leader on-boarding
• Integrate continued education as part of overall associate development by defining and managing an education reimbursement policy for higher education programs and certifications
• Assist business in evaluating and selecting internal candidates for supervisor roles by designing and conducting an Assessment Center
• Create overall Learning function budget and define processes for forecasting and monitoring expenses
• Ensure greater visibility of Learning function through branding initiatives such as Learning Fairs, theme-based mailers, awareness posters, open forums, Intranet sites, and SharePoint sites
• Ensure improved learner experience by standardizing all participant guides, program presentations, facilitator guides, and other collateral material for current Internal training programs.
• Facilitate mid-level leader development global program across locations.

SKILLS REQUIRED

• Knowledge and experience of minimum 5 years in similar role
• Demonstrated success in Transactional Quality
• Exposure to different improvement frameworks like six sigma, lean
• Thorough knowledge of MS office tools like Power point and awareness of BI tools
• Strong communication & facilitation skills
• Strong analytical skill- ability to work with huge volume of data using statistical tools
• Flexible approach to tackling projects