Quality Control
QUALITY LEAD-IMMEDIATE JOINING Full Time
Job Description
Monitoring Targets and Effectiveness
o Ensuring that the monitoring targets are met as per the SOW or stated otherwise in the Quality manual (whichever is higher).
o Ensuring that the monitoring pattern does not get biased towards a particular set of individuals.
o Reviewing the effectiveness of the monitoring system on a periodic basis and suggesting improvements.
Metrics – Team Performance
o Ensuring that the internal/external targets are met and the team shows continual improvement over months.
o Maintaining minimal variation between the performance of all the team members thus ensuring consistency of performance across the team.
Continual Improvement
o Focus on increasing the effectiveness and / or efficiency of the program to fulfill its policy and objectives.
o Determine current performance.
o Establish a need to improve.
o Obtain commitment and define the improvement objective.
o Organize the diagnostic resources.
o Carry out research and analysis to discover the cause of current performance.
o Define and test solutions that will accomplish the improvement objective.
o Produce improvement plans which specify how and by whom the changes will be implemented.
o Identify and coach to any resistance to the change.
o Implement the change.
o Put in place controls to hold new levels of performance.
Counselling and Feedback
o Providing timely and effective feedback to all the agents and the ensuring that the follow-up is done on a timely basis.
o Ensuring that all the coachings are documented and the agents signature is taken on the appropriate document.
o Quality of feedback should be good and elaborate documentation of feedback has to be provided to the agents. The feedback should be directional and not generic, clearly highlighting the good points and the areas of improvement for the agents.
o Review of each agents performance should be done on a regular basis in a one-to-one session with the agent.
Monitoring & Effectiveness
o Having an effective alert system to highlight any possible variation/deviation in the coming week for any/all the external variables based on the internal monitorings.
o Monitoring pattern should be calibrated with the client and ensuring that no customer complaints or concerns are raised on the monitoring process.
o Monitoring pattern should be calibrated internally amongst the QCS team to ensure that the variation is within 5% at any given point of time.
o Sharing of best practices among the team to ensure consistency of performance amongst teams.
o Ensuring that the targets for monitoring are met across teams by making internal arrangements in cases of leave, absenteeism of any of the team QCS.
Documentation – Hard/Soft copies
o Ensure proper documentation for all the processes at the project level as mentioned in the Quality Manual.
o Ensure documentation for all processes which may not be mentioned in the Quality manual but are implemented on a trial/temporary basis or are required on a need basis.
Roster Adherence
o Ensure that there is atleast 90% roster adherence.
o Leaves should be planned atleast 7 days in advance and necessary arrangements should be made within the team to ensure that monitoring and feedback is not affected.
o Shift swaps should be minimum and only considered as an option to avoid leaves.
o Ensure 100% coverage for all shifts and no shift should go unmonitored.
Security Responsibilities
o Comply with all ISO 9001 and ISO 27001 security and safety policies as laid down by the organization.
o Report security incidents
Salary: INR 1,00,000 – 3,50,000 P.A.
Industry:BPO / Call Centre / ITES
Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category:Quality
Role:Quality Assurance/Quality Control Executive
Employment Type:Permanent Job, Full Time
Recruiter Name:Anamika Singh
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