AM Quality

Roles and Responsibilities:

Handle a team of QAs or QTLs.

Ability to map processes, defines process, and execute them.

Ability to view the issues end-to-end and develop action plans with tangible deliverables.

Has ability to manage knowledge, replicate best practices from other locations/processes to improve process performance

Out of the box thinker to develop tools and processes for best utilization of resources.

Strong conflict management skills.

Exceptional Client management (internal/external stakeholder) skills.

Ability to plan & conduct transactional quality audits, Process Improvements, calibrations.

Excellent skills on MS Office /Quality Tools / Data Analysis / Analytical Skills / Reporting / Google Suite, Google Forms, Google Sheet, Google Doc etc

The candidate should have excellent problem-solving capabilities and lateral thinking skills.

Ensure client quality targets are met & exceeded.

Ensure to be aligned and calibrated with client requirements and expectations.

Ability to handle pressure and a natural go getter.

Head, coach and mentor the quality team.

Eye for detail and aggressive in plan execution/implementation.

Drive process improvement and other quality tools for process performance measurement and standardization.

Front end Quality with the end customer and participate in weekly/Monthly/Quarterly reviews.

Six Sigma, Green Belt / Yellow Belt certified with at least 1-2 project lead individually is desirable.

Key Deliverables (KRA/Measure):

Knowledge: Understanding of the process, evaluation & feedback, reporting and analysis.

Reduction of rework and Cost of poor Quality (COPQ).

Should be able to handle & achieve the departmental requirements.

Have knowledge of different policies and procedures.

Maintaining secrecy of data.

Excellent English Communication Skills (both spoken and written)

Ability to work within challenging environment with tight delivery timelines.

Keen to learn and adapt to emerging requirements

Applicant’s Specifications & Qualification:

5+ years of experience, last 2 year should be in Team Handling Role

Should be preferably Six Sigma GB Certified

Should have worked as Customer Service Associate, QA, QTL/QAM in Customer Service or Back office or Chat

Should be Graduate

BFSI experience preferred (Invoicing, Debt Collection, General Banking / payment queries, Disputes & Fraud)

Knowledge / experience of G-suite, Jira, Slack and Chat platform like Fresh Desk & Fresh Chat