Strategic Process Improvement:
Develop and implement process improvement strategies to enhance operational quality and efficiency.
Promote the use of methodologies like Lean, Six Sigma, and Kaizen to streamline operations.
Oversee the implementation of global and regional initiatives to improve detection and recovery actions.
Qualifications - Skills Required:
Strong leadership skills with the ability to motivate and guide a team effectively.
Experience in vendor management and quality assurance processes.
Excellent analytical and problem-solving skills to identify trends and drive improvements.
Strong communication skills for effective collaboration with internal and external stakeholders.
Ability to manage multiple priorities and projects in a fast-paced environment.

ROLE
As the Deputy Manager - Quality , you will be instrumental in ensuring robust governance, data reporting, and client management. Your role will focus on driving continuous improvement and operational excellence across various functions. You will lead initiatives that enhance efficiency, compliance, and client satisfaction through a comprehensive approach to quality management. Collaborating with cross-functional teams, you will implement best practices in quality assurance and ensure alignment with organizational standards and objectives.
Key Responsibilities:
Governance and Data Reporting:
Develop and implement governance frameworks to maintain accountability and performance standards.
Lead data analysis and reporting initiatives to generate actionable insights and support strategic decision-making.
Create and maintain innovative dashboards for real-time performance monitoring and reporting.
Ensure all reviews (WBR / MBR / QBR) are conducted and shared with clients in advance.
Conduct thorough checks on data points in review decks to avoid discrepancies and align with client expectations.
Share MOM after each meetings internal & external and track closure of each actions and report the status to client & internal management
Client & Vendor Management:
Build and maintain strong relationships with Vendor Management, client Regional Quality Lead & Regional Sales Managers, ensuring effective communication and alignment with their needs.
Regularly update clients on key quality metrics, risks, and performance trends of KPIs.
Collaborate with internal stakeholders to develop and implement client-specific solutions, enhancing overall client satisfaction
Ensure no escalations from clients on defined tasks and maintain a customer-centric service delivery approach.
Develop and maintain a network of industry contacts and thought leaders to stay informed about emerging trends and best practices.
Analyze customer feedback and develop action plans to address concerns and suggestions.

Continuous Improvement:
Foster a culture of continuous improvement by aligning quality assurance efforts with business KPIs.
Implement initiatives such as the Detection, Reporting, and Improvement (DRI) framework to optimize processes.
Lead audits and focus studies to identify areas for improvement and drive efficiencies.
Provide quality insights from ATA & studies by analyzing & standardizing the comments & by conducting round table conferences with QAs so that RCA is done effectively & WHY is clearly coming out in the deep dive reports & study read outs
Conduct & lead internal and external calibration sessions to ensure alignment on quality standards.
Develop and maintain a knowledge base of industry best practices, research, and emerging trends to inform continuous improvement initiatives.
Carry out competition analysis and come up with suggestions to increase advertiser satisfaction levels
Leadership and Team Management:
Lead and mentor cross-functional teams, ensuring alignment with quality standards and performance goals.
Conduct training and coaching sessions to build team capabilities and maintain high-quality standards.
Manage team engagement and collaboration to meet operational objectives.
Manage planned & unplanned shrinkage below 8% and ensure attrition below 5% every month

Experience & Qualification

• Overall minimum 4+ years of experience in Quality domain
• BPO experience is required in Quality or Operations domain in Advertising, Digital Marketing, Telecom, BFSI Domain. At least 4+ years of overall experience in Quality Assurance, with a proven track record of leading cross-functional teams and driving quality improvements.
• Demonstrated experience in strategic compliance management, vendor performance management, and stakeholder management.
• Experience managing global roles and responsibilities in a dynamic, fast-paced environment.

Shifts

Shift will be in Indian time zone 9 PM to 6 PM but candidate has to be flexible in shifts as Operations is in 5 countries India, North America, Latam, APAC & EMEA.

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