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- Ability to independently lead a team of quality associates and drive Quality culture within the process
- Ability to view the issues end-to-end and develop action plan with tangible deliverables
- Ability to manage knowledge, replicate best practices from other locations/processes to improve process performance
- Ensures process adherence to QA and Transaction Monitoring plan and responsible in meeting timelines, and quality standards
- Reports - Ability to work on data and generate various types of reports and analysis
- Understanding of the Business requirement and capability to address issues at various levels
- Confident & Capable to interact/manage and handle the clients
- Patience while giving feedback, Open to change, Multi-tasking skills, Inter personal skills
- Ensure that proper coaching standards are maintained while associates are coached by the QA Team
- Responsible for reviewing and tracking the progress on the action plans shared by the internal teams and highlighting deviations
- Ability to plan & conduct transactional quality audits, Process Improvements, calibrations.
- Responsible for carrying out improvement projects on the areas identified as improvement areas on monthly basis.
- Excellent skills on MS Office /Quality Tools / Data Analysis / Analytical Skills / Reporting / Google Suite, Google Forms, Google Sheet, Google Doc etc
- Ability to handle pressure and a natural go getter
- Excellent English Communication Skills (both spoken and written)
- Excellent hands on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to clients
- Ensure client quality targets are met & exceeded
- Should ensure closure of contractual audit target, feedbacks and reporting as per the defined process
- Confident & Capable to interact/manage and handle the clients
- Shows flexibility/ownership & works under pressure situation
- The candidate should have excellent problem solving capabilities and lateral thinking skills
- Ability to work independently to accomplish team goals with minimal supervision
- Ability to achieve personal objectives while meeting departmental standards of performance
- Reports - Ability to work on data and generate various types of reports and analysis
- Understanding of the Business requirement and capability to address issues at various levels
- Eye for detailing and aggressive in plan execution/implementation
- Define quality checklists for new process/processes
- Should drive improvement initiatives at the process level
- Experience of BFSI process is added advantage
- Should have worked as Customer Service Associate, QA / QTL in Customer Service or Back office or Chat
Quality Lead - Noida, India - Tech Mahindra
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Key Deliverables (KRA/Measure)
Applicant's Specifications & Qualification