Job description

Role Purpose

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

Do

Track and review the process quality through auditsDevelop audit plan as per SOP and allocate reviews to theanalysts
Monitor to ensure that the audits are being conducted as perplan
Review the audit data across the account to review the accountperformance on quality parameters, identify the error trends
Prepare reports for review for the internal leadership as wellas client
Identify the best practices and work with the delivery team todeploy for improvement
Ensure compliance part of the process by front-ending with theexternal auditors CMMIE or any onsite audits, coordinating with theinternal teams and working with SDH and AH to develop SOPs andcompliance registers as required for the audits.

Drive training within the account to ensure process qualityis maintainedConduct Root Cause Analysis of the errors to identify thetraining intervention to bridge the gap
conduct monthly trainings based on the error types identified inthe 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 stakeholdersincluding the client twice a week.

Support the incoming new processFor an existing client, support the any new process addition byensuring online process training is conducted for the agents, agentshave the necessary skill and access is granted to them on applicationsrequired
For any new process outside the account, support the team inidentifying the skill, availability of skill within DOP or avenues forupskilling the team to support the new process

Effective Team Management
ResourcingHire adequate and right resources for the team

Talent ManagementEnsure adequate onboarding and training for the team members toenhance capability & effectiveness
Build an internal talent pool and ensure their career progressionwithin the organization

• Manage team attrition

Drive diversity in leadership positions

Performance ManagementSet goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reports
Ensure that the Performance Nxt is followed for the entire team

Employee Satisfaction and EngagementLead and drive engagement initiatives for the team
Track team satisfaction scores and identify initiatives to buildengagement 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/ SkillDomain/Industry Knowledge – Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry – Competent

Process Knowledge – Strong process understanding with a clearunderstanding of process quality parameters – Competent

Competency Levels

Foundation

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

Competent

Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.

Expert

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

Master

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

• Behavioral CompetenciesProject 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

Job Type: Contract

Experience level:

• 10 years

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Philadelphia, PA 19111: Reliably commute or planning to relocate before starting work (Required)

Experience:

• SQL: 9 years (Required)
• Selenium: 9 years (Required)
• Test automation: 9 years (Required)
• Product testing: 9 years (Required)

Work Location: One location

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