Job Description Ensuring the attributes of Quality Management System like Sampling methodology, metric and tool design, calibrations, feedback compliance, client satisfaction, and complaint management are designed properly and implemented Ability to do Deep dive, RCA and create control plans along with process improvement Should be able to interact with senior management confidently on quality performance To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre Establishing QA productivity metrics and drive performance quality through ongoing performance management and ad-hoc audits Responsible for creating the performance scorecard of the team and driving improvement Analyze the current situation (As-Is), Identify Improvement opportunities and recommend measures (To-Be) to re-engineer processes Responsible for the delivery of Dashboards, Periodic Reports, and Business Reviews for the client and senior management #J-18808-Ljbffr