Manage &aposNext-Gen' Shared Services Quality Organization by consistently &aposRaising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting Effective deployment of RCA framework including communication, follow through & training Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook Digitalization & mistake proofing in Quality Assurance Delivery - embed Digital tools to strengthen audit mechanism & control framework Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience Ensure continued alignment of account to ISO standards through checks & audits Foster a spirit of continuous learning & collaboration across teams - career development, coaching & mentoring Qualifications: Bachelor's Degree Holder Minimum of 7-9 years experience in Quality and at least 3-5 years as a Quality Manager. Experience in automation of aspects of Quality function Working knowledge of Excel, Minitab & Power BI Knowledge & experience of ISO, Agile methodology & demonstrates digital mindset Should have analytical bent of mind along with lateral thinking. Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change Show more Show less