Cogneesol BPO Hiring for Quality Assurance Manager Job at SAS Nagar Full Time

Technical and Soft Skill sets required:
Lead a team of Quality Analysts & Managers. (AM/DM)
Design QA framework operational governance structure
Develop QA plan along with sample size, QA checklist etc. as per business requirements
Periodic review of operational risks and mitigating control plan (FMEAs, Risk Registers)
Own business / operational metrics for operations shop, be gatekeeper of metrics.
Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen].
Drive quality related activities, Calls / Back Office Calibrations with clients & internal team, FMEA, Risk & Compliance practices.
Drive continuous improvement projects to improve process performance and / or generate QNS.
Facilitate sharing of best practices from within and outside the organization and implement them.
Driving VOC / CSAT / NPS actionable across the team and maintain/improve the scores.
Take charge of internal meetings/client meetings/customer reviews/stakeholder meetings.
Create and manage performance dashboards which depict business and ops metrics clearly.
Can conceptualize and implement Statistical Process Control (SPC) principles in the process.
Open to stretch if needed to meet team and organizational goals.

Requirements:
Good Communication / Presentation Skills. Green Belt Trained & Tested or Green Belt Certified Preferred. Transformation Quality setup. – (Voice / Blend – Processes Background) Mandator

Qualification requirements:
Any Graduate / PG.
Minimum 8 years of experience in Transactional