Driving quality metrics as a target for different processes.
Manage process performance on Call Quality, FCR, CSAT and other relevant metrics etc.
Managing individual quality teams aligned to each process for transactional quality & improvement initiatives.
Ensuring reporting timelines & targets.
Developing processes & formats to ensure effective quality management of processes and adherence to compliance standards.
Ensuring calibration on Quality parameters by using various methodologies like Gage R&R, Discussion calibration.
Assisting process owners in managing their processes by doing metric management, helping them identify areas of opportunity and working towards improving the same, using improvement methodologies (Six Sigma / COPC / ISO / Lean Sigma / DFSS).
Working on process improvements through quality initiatives and Six Sigma methodology.
Mentor and develop the team. This includes regular performance feedbacks and appraisals.
