Job Description

about Quality Assurance-Audit
As a Director, Quality Assurance - Audit, you will have operational and financial responsibility for Quality Assurance-Audit processes through the strategic application of company and client resources. You will develop and implement quality frameworks, processes, strategy, and skills to deliver Quality Assurance-Audit services to both internal & external stakeholders to ensure success. As a consultative partnership leader you will seek and pursue opportunities to advance the scope of services offered.
You will be an owner of the Quality Assurance-Audit budget, forecast and P&L management for your assigned region and you will foster strategic alliances, business partnerships, and relationships with key clients.
The Director, Quality Assurance-Audit will support the Managers of BPO/RPO Processes as needed to monitor process compliance in a matrix based environment to ensure the client's quality requirements are met.
job responsibilities
responsibilities
Account Portfolio

• Ensure client Quality Assurance-Audit program is cost effective and has an infrastructure in place to support both internal and external stakeholders.
• Lead & develop assigned group of Team Leads & Auditors.
• Integrate Six Sigma & Kaizen methodologies as a regular part of the Quality Assurance-Audit strategy, including use of root cause analysis tools for problem solving.
• Work with cross functional teams to drive change based on trend analysis.
• Responsible for identification and implementation of statistically significant sampling strategy.
• Develop quality reporting content and lead presentations for business and partnership reviews both internally and externally.
• Promotes positive relationships and strong partnerships for the benefit of the organization.
• Proactive insight to identify opportunities to create efficiencies, add value and expand support provided.
• Responsible for Quality Assurance-Audit P&L including forecasts.
• Keep up to date on new/innovative methodologies needed to support clients.
• Implement quality programs to ensure attainment of the business plan for growth and profit.
• Manage expenses including maximization of auditor productivity by assigning full work load to ensure sufficient billable hires.
• Validate that all contract schedules are signed, updated & maintained in contract centralized location.
• Familiar with contract schedules & contractual terms with the ability to execute against them.
• Assure that assigned areas of responsibilities are performed within contract targets to achieve revenues and control expenditures.
• Ensure services are billed and collected within contract terms.
• Responsible for overall account compliance to EEO & Diversity standards.

Staff Development

• Coach and mentor direct reports in their development and provide mentorship to assist with reaching their goals to ensure staff retention.
• Establish metrics, goals and expected performance levels for overall team productivity and provide feedback and coaching to direct reports where appropriate.
• Provide training where necessary on the appropriate skills and techniques; Participate in HR regular training initiatives to gain understanding & capability to manage first level HR support / Employee Relations issues covering: performance management, time and attendance, policy interpretation, etc.
• Effectively manage and document performance and disciplinary actions as needed.

Additional Duties:

• Set specific account guidelines and policies as required.
• Ensure adherence to corporate guidelines and policies
• Ensure team members conform to client and RSR processes and quality procedures as defined
• Define, manage, and lead special projects necessary to enhance our service offering to existing and anticipated clients.
• Perform other duties as directed by Vice President, Operations

job requirements
education, experience & knowledge
Basic qualifications include:

• Bachelors Degree in Quality Management, Business Management, or related field or 8-10 + years of equivalent work experience required; in lieu of Bachelors degree, high school diploma or equivalent required
• 5 - 7+ years of Quality Management leadership and demonstrated successes within a complex organization
• 3+ years of experience managing and directing quality assurance auditors within a client service role

Preferred qualifications include:

• MBA preferred in related field
• Experience managing a P&L, including forecasting
• Experience in BPO or HR Outsourcing
• Six Sigma, Lean, Kaizen experience and/or certification
• Ability to manage multiple teams or a single complex team; escalate conflicting priorities; influence team members and business leaders to successfully execute
• Ability to negotiate agreements and/or reach consensus with all levels and positions within the organization
• Superior consulting, leadership, management, interpersonal and mentoring skills
• Detail oriented with a concern for quality expressed by continually initiating system and process improvements
• Management skills based on several years of experience preferably in a matrix based environment

competencies
Randstad Enterprise Key competencies

• Focuses on assessing, measuring and improving performance
• Shows drive and determination to meet short- and long-term goals
• Calculates return on investment
• Customer focused
• Uses comprehensive knowledge and skills to act independently while guiding and training others to take action to increase quality
• Acts independently to apply comprehensive understanding of the business environment and objectives developing solutions while providing guidance and training others

Job specific competencies

• Builds a high performing team by ensuring that the team is focused, motivated and inspired to achieve team objectives - specifically creates positive team culture and inspires commitment
• Thinks through issues by seeing the pattern or big picture, brings facts and ideas together, and develops innovative or creative insights
• Acts independently using comprehensive knowledge and/or skills to conduct research and analyse data while guiding and training others on how to develop a comprehensive understanding of e.g. customer and market conditions

The role needs to be based in: Remote- local to Bangalore or Hyderabad, India; in office required in Hyderabad
At Randstad, we love to celebrate our hardworking diverse teams demonstrated through our ongoing commitment and diversity awards. Ranked as a 2021 DiversityInc Top 50 company, a 2021 Top 10 Global Champion for Supplier Diversity & Inclusion, a Military Friendly company for Veterans, Military Spouses & Suppliers, 2021 Staffing Industry Analyst Top 50 Diversity, Equity & Inclusion Influencer to name a few. We are proud of our collaborative culture which is at the heart of Randstad. When you join Randstad you will receive opportunities for competitive & robust benefits, flexible schedules, and the assurance that everyone can be their authentic selves. We are seeking candidates from all backgrounds and demographics and a variety of industries to join a winning team!
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please just let us know.