Deputy Manager - Transactional Quality - Pune

Roles and Responsibilities: • Manage a team of 10-12 quality assurance associates and assistant managers • Develop and implement effective quality assurance framework • Define sampling strategy and develop quality standard document for each process • Ensure audit targets are completed for all processes as per the defined sample size • Ensure error notifications are sent to the stakeholders in a timely manner • Ensure root cause analysis is performed for all internal and external (client comebacks) errors in an effectively and timely manner • Ensure coaching and feedback is provided to all agents • Ensure corrective and preventive action plans are developed for all internal and external (client comeback)errors • Ensure team performs follow-ups on the implementation of the action plans and perform reverification on the corrective actions implemented by operations • Ensure bottom quartile(BQ)management and training need identification (TNI)activities are conducted on a monthly basis • Ens...