Role Purpose

The purpose of this role is to ensure compliance and quality of the process within an account.

Do

Track and review the process quality through audits

Develop audit plan as per SOP and allocate reviews to the analysts

Monitor to ensure that the audits are being conducted as per plan

Review the audit data across the account to review the account performance on quality parameters, identify the error trends

Prepare reports for review for the internal leadership as well as client

Identify the best practices and work with the delivery team to deploy for improvement

Ensure compliance part of the process by front-ending with the external auditors CMMIE or any onsite audits, coordinating with the internal teams and working with SDH and AH to develop SOPs and compliance registers as required for the audits.

Drive training within the account to ensure process quality is maintained

Conduct Root Cause Analysis of the errors to identify the training intervention to bridge the gap

conduct monthly trainings based on the error types identified in the process audits

Deploy various training methods (classroom based, web based etc) to develop the skill and reduce error rates

Develop the training reports and share with the key stakeholders including the client twice a week.

Support the incoming new process

For an existing client, support the any new process addition by ensuring online process training is conducted for the agents, agents have the necessary skill and access is granted to them on applications required

For any new process outside the account, support the team in identifying the skill, availability of skill within DOP or avenues for upskilling the team to support the new process

Effective Team Management

Resourcing

Hire adequate and right resources for the team

Talent Management

Ensure adequate onboarding and training for the team members to enhance capability & effectiveness

Build an internal talent pool and ensure their career progression within the organization

• Manage team attrition

Drive diversity in leadership positions

Performance Management

Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports

Ensure that the Performance Nxt is followed for the entire team

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

Track team satisfaction scores and identify initiatives to build engagement within the team

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Delivery Leadership

Audit & training reports, error trends, new process

Agents

Training

Training team for Account

Training content and schedule

RMAC

Risk compliance

DOP Support

Compliance related support as per account SOW

External

Clients

Reports on training and compliance

External Auditors

Audits

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry - Competent
  • Process Knowledge - Strong process understanding with a clear understanding of process quality parameters - Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

• Behavioral Competencies
  • Project Management Skills
  • Analytical Skills
  • Execution Excellence
  • Client centricity
  • Passion for results
  • Nurturing people
  • Stakeholder Management

Deliver

No.

Performance Parameter

Measure

1.

Process Performance

Meet quality parameters in the account

Trainings conducted

Timeliness in reporting

2.

Compliance

Audit reports

Compliance in audits

3.

Team Management

Team attrition %, Employee satisfaction score

Customer Service( Reservation)