Job Description:

Develop and implement Quality Frameworks for back-office processes (data processing, transaction handling, non-voice operations). Ensure adherence to client SLAs, internal KPIs, and compliance standards. Drive calibration sessions with operations and clients. Act as a quality SPOC for clients for audits, reporting, and feedback. Manage client escalations, complaints, and quality reviews. Prepare and present MIS reports, dashboards, and insights to management and clients. Provide actionable insights to operations for performance improvement. Perform Root Cause Analysis (RCA) for defects and errors. Implement Corrective & Preventive Actions (CAPA) to reduce defects. Drive automation and efficiency improvements in back-office workflows. Lead and mentor Quality Analysts / Auditors. Ensure team alignment with client requirements and quality benchmarks.

The resource will drive process management ri...