Assistant Manager-Business Process & Service Excellence -Quality Excellence

• Ensure Timely Incubation of QCAs in allocated Processes and ensuring QC deliverables (Evaluations, reporting, feedback, reporting etc.) targets are met
• Assist in set up Quality Compliance function for business processes in coordination with Operations and/or migrations team
• Timely and accurate reporting of the internal rating on the SLA parameters and Quality performance
• Work closely with Customer Experience team to drive improvement C-Sat and soft skills
• Actively work with GB/BB to identify improvement areas and/or in improvement projects on initiatives like AIM
• Train/Mentor QCAs on Quality Tools and concepts (QPE Orientation, Quality Core Skills training)

• Proven leadership skills
• Ability to develop and motivate a team
• Ability to communicate effectively to a variety of audiences
• Ability to provide and support a vision and direction
• Ability to work in a continually challenging environment
• Understanding of end-to-end processes and appreciation of critical parameters
• Knowledge of MS Office – Excel, PowerPoint, Word
• Good written and verbal communication skills
• Good leadership skills