Job Description

Responsible for leading, motivating and supervising the team of Quality Analysts Identify root causes and recommend solutions for improvement Set up, improve, drive and streamline monitoring, feedback other internal processes related to Quality and Compliance Develop Controls to minimize external and internal escalations Collect Data, perform analysis and RCA on metrics and publish reports Drive Process control Compliance in addition to managing the audit requirements Drive FMEA and other compliance activities for the account Monitor conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results- on an ongoing basis Focus on identification and highlight any/all compliance defects and recommend action plan Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet clients expectation Ownership of compliance, data security and risk assessment for the process - highlight noncompliance in time to avoid surprises or before reported by external sources Conduct Weekly Review the Reviewer for all Quality analysts and provide appropriate coaching Responsible for all risk management compliance activities as applicable to this functional role Manage Client/Internal KPIs Collaborate with Operations, Training and Quality to drive Compliance conformance Hiring Quality Analyst for International BPO

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