Roles and Responsibilities:

• Manage a team of 10-12 quality assurance associates and assistant managers

• Develop and implement effective quality assurance framework

• Define sampling strategy and develop quality standard document for each process

• Ensure audit targets are completed for all processes as per the defined sample size

• Ensure error notifications are sent to the stakeholders in a timely manner

• Ensure root cause analysis is performed for all internal and external (client comebacks) errors in an effectively and timely manner

• Ensure coaching and feedback is provided to all agents

• Ensure corrective and preventive action plans are developed for all internal and external (client comeback)errors

• Ensure team performs follow-ups on the implementation of the action plans and perform reverification on the corrective actions implemented by operations

• Ensure bottom quartile(BQ)management and trai...