Job Description
Key Responsibilities:
- Quality Assurance Management
o Develop and implement a comprehensive quality assurance program for aligned Process / LOBs services
o Establish communicate and monitor quality standards performance metrics and key performance indicators KPIs
o Conduct regular quality audits and evaluations of processes transactions and customer interactions
- Team Leadership
o Lead mentor and motivate a team of quality assurance professionals
o Provide coaching and training to ensure consistent and high quality performance
o Foster a culture of accountability continuous improvement and teamwork within the quality team
- Continuous Improvement
o Identify areas of improvement and work with cross functional teams to implement enhancements
o Proactively address service gaps and implement corrective actions to prevent future issues
o Stay up to date with industry best...