Job Summary

Main Objectives and Functions:

1. Achieve center performance target on Quality metric
○ In-charge of the center’s overall performance on Quality metric
○ Responsible of designing QA strategy along with SOM/OM and Account Managers (remedial plan)
○ Defines standards and establish clearly defined quality methods for staff to apply
○ Conducts Root Cause Analysis meetings with the Management Team
○ Ascertains that the QA Team follows set procedures in a consistent manner
○ Ensures deployment of new programs and procedures
○ Works with Training and Recruitment Heads to assess and address quality of new hires
○ Identifies relevant quality-related training needs
○ Validates effectiveness of feedback and coaching on Quality metric
○ Recommends to operation heads corrective action required for unacceptable offenses affecting performance
○ Creates the site QA strategy and a...