Karachi, Pakistan
4d ago

Responsibilities :

  • Monitoring and supervising the QA associates.
  • Establishing, implementing & maintaining QA framework across all departments.
  • Assist in establishing and improving procedures to improve operational efficiency.
  • Acting as a catalyst for change and improvement in performance and quality
  • Keeping a track of feedback to associates and effectiveness to ensure exceptional service delivery.
  • Own the development of robust quality feedback loops into training, analytics, and process to drive continuous improvement.
  • Planning and implementing Quality related training programs.
  • To ensure that End to End process manual is proactively updated to reflect enhancements and improvements that are agreed from time to time.
  • Implement new ways to improve customer as well as vendor satisfaction.
  • Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish quality standards and processes.
  • Develop, maintain and improve quality system standards, procedures and controls to ensure processes and products meet standards.
  • To improve and promote quality on process level by reducing errors and maintain accuracy.
  • Role Based-Performance Score Cards : Design & Automate process performance score cards
  • Regular performance review of quality objectives / targets / metrics to ensure its suitability, adequacy and effectiveness for internal teams as well as business partners.
  • Data Analysis Strong Analytical skills with an ability to draw conclusions from data(Error Analysis and Root Cause Conduct RCA's / studies to identify reason for customer dissatisfaction / process failure and suggest actions.
  • Identify and drive process improvement initiatives across departments.
  • Regular reporting to higher management
  • Requirements :

  • A relevant bachelors is mandatory. MBAs will be preferred.
  • At least 3+ years experience in a lead role.
  • Excellent analytical skills.
  • Ability to provide leadership, direction and motivation to build high performing teams
  • Ability to handle a team and manage complex, country wide communication channels.
  • A sense of ownership and pride in your performance and its impact on the company’s success.
  • Critical thinker and problem - solving skills
  • Great interpersonal and communication skills.
  • Ability to meet the deadline
  • Apply
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