Company Description:
Sutherland is a global leader in driving business and digital transformation. Over the last 35 years, we have partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models.
Job Description:
The main job of an Associate Manager Quality is to manage productivity of QAs and aid in their effectiveness. He/she must keep the QA’s motivated and working as a team, making sure each member understands company policies and guidelines. Associate Managers should possess strong organizational qualities and confidence, with sound communication and customer service skills. They should exhibit courtesy, patience and have a professional attitude when interacting with the QAs as well as customers. Associate managers need to display a strong work ethic, positive attitude and decent leadership skills while working as associates themselves.
Associate Managers are required to provide detailed analysis of the Program’s customer experience performance and opportunities through gathered input from evaluations, scrubs and focus groups.
Qualifications:
QUALIFICATIONS
. Bachelor’s degree in business operations / Statistics or the relevant experience
. 6 years in the BPO/BPT industry
. Min 3 years in a people management role in a busy and task-oriented environment.
. Lean Six Sigma/CI Methodologies training preferred
. Proficiency in MS Office (Word, Excel & PowerPoint)
TECHNICAL / PROFESSIONAL SKILL SET REQUIRED
· Good knowledge of Quality metrics, their measurements and thresholds / targets
· Knowledge and clear understanding of critical and non-critical errors in the transactions
· Strong investigative and business writing skills.
· Good at creating reports using various tools and applications.
· Being able to perform risk analysis to the satisfaction of the stakeholders or departments.
· Basic exposure to statistical tools and approaches, trend analysis & cause analysis
BEHAVIORAL ATTRIBUTES
· Hard-working, innovative and meticulous
· Good Decision making and Problem-Solving abilities
· Team Handling and People Management Skills
· Very good Communication and analytical skills.
· Proactive in approach rather than reactive.
Additional Information:
KEY ROLES AND RESPONSIBILITIES
1.1. QUALITY OPERATIONS
· Prepare weekly Sampling Plan and share with the QA team.
· Ensure that all types of transactions are monitored in the programs assigned
· Ensure that all types of audits specified by the operating procedures or governing SOW are done as documented e.g. Live, Recorded and Side-by-Side
· Ensure Sampling Adherence is met PIPs are implemented if required.
· Track accuracy of QA feedback basis the call audits to improve consultant’s ability improve or maintain performance.
· Track and report QA Accuracy through ATA, Calibration and Gauge RnR Activities
· Prepare and share Gauge RnR report.
· Prepare and share weekly Program report
· Be a consultant and advisor to the QAs to clarify on parameters, program procedures and company policies.
· Conduct frequent QA reviews and provide inputs to QA on the areas to be focused
· Facilitate Program NH Onboarding
· Participate in hiring and training of Quality Analysts
· Analyse monitoring data to identify program level issues and opportunities
· Communicate the insights and analysis regularly to functional teams: Service Delivery, Training, Organizational Excellence, Recruiting, HR etc. as a part of CIF
· Drive quality awareness programs and performance improvement projects
1.2. STAKEHOLDER MANAGEMENT
· Work in a collaborative manner with stakeholders – various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers
· Team Player - Ensure employee satisfaction. Build a positive working atmosphere within the team and engage the team members with employee engagement models. Build competencies within the team so they can pick up additional responsibilities/move to the next level.
1.3. TEAM DEVELOPMENT
· Development of skills – through classroom and on the job training
· Look at ways to reduce waste and increase efficiency – Use process mapping techniques, quality tools to increase utilization, performance. Eliminate NVA
