Assistant Quality Assurance Manager

Key Responsibilities: Meeting & exceeding defined KPIs GB or YB Trained/certified candidate will be preferred Should be able to create a strong governance model to ensure compliance on QA KRAs Using smart logic in sampling for audit planning & ensure complete audit coverage Support peers & focus on QA metrics and operational processes that drive KPI results Highlight bottom quartile performers & QA outlier management Coordinate with training and Operations to identify systemic quality-improvementopportunities Capable to meet ADHOC Client end requirements within specified timeline Ensure participation in all internal & client call as required Lead & participate in calibration sessions with Quality/Operations & Client Team management & staff planning Coach analyst based on evaluation trends Conduct performance reviews and team meetings Report results of evaluations to all stakeholders on weekly & monthly basis Analysis on contact driver and highlight different level trends Use trends to identify training needs and developing action plans & tracking daily feedbackclosure Prepare Weekly, Monthly & Quarterly reviews Assures effective process and policy mechanisms are in place Weekly QA Spot-check Reporting To oversee risk management activities across the Program Initiate metric improvement activities/projects Should have ability to interpret the data and come up RCA's and action plan to ensureconsistency in performance Develop Improvement plan in liaison with other department(s) & monitor efficacy onweekly and monthly basis Work on Customer Experience analysis and identify causal factors which are impacting CXand share recommendations Key Skills: Ability to motivate and inspire new & existing Teammates. Skills for planning, assigning work & grievance handling Must have a strong eye for detail and a thorough understanding of client expectations Must display positive energy, service-oriented attitude towards all teammates. Strong managerial, organizational, prioritization and leadership skills Solid language fluency required - Reading, Speaking, understanding & Writing (enunciation, clarity and professionalism)