Quality Control Analyst

Program Manager - Tech Support

Qualification:

Responsibility:

Stakeholder/Business Management:

• • Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues.

• • Respond through email and chat.

• • Provide updates and submit reports related to own area of work.

• • Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.

• • Identify & suggest Business improvement opportunities.

• • Identify & drive opportunities to enhance service delivery & Customer experience.

• • Identify cost optimization opportunities.

• • Drive business excellence to add value to client.

Customer Relationship Management:

• • Provide information, educate customer, troubleshoot, probe and fix issues.

• • Interact with Customers (internal / external) to meet process deliverables.

• • Create status reports for Customers (internal/external).

• • Prepare and report process performance metrics to the Customer with the assistance of the Operations Manager.

• • Manage and resolve escalations and issues raised by Customers and Process Specialists.

• • Seek regular feedback from Customers and communicate to the team.

Process Improvements and Adherence:

• • Ensure adherence to Quality norms and processes.

• • Ensure individual & team SLAs are met on processing transactions (if applicable).

• • Ensure process guidelines are followed and met as documented.

• • Initiate and deliver on process improvement projects to improve process efficiencies.

• • Innovate opportunities to automate & reduce manual interventions.

• • Discuss/ suggest the way forward, improvement areas to the Customer/process.

• • Drive a culture of continuous improvement within the team.

Project Control, Management and Review / Program delivery:

• • Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.

• • Conduct analysis, track services delivered.

• • Review process audit findings and take corrective action to prevent negative results.

• • Conduct Quality checks & periodical reviews for process adherence.

• • Handle supervisory calls and report to manager on performance, status and any escalations.

• • Responsible for daytoday work, process flows and constantly endeavoring to be able to lead the team from the front.

• • Manage and ensure resolution of escalations and issues raised by customer.

• • Track process spends and highlights variances.

• • Interface with other departments for getting required assistance or support for the team.

• • Manage available resources between sub processes and ensures that the entire project deliverable is met.

• • Optimum resource utilization through cross training initiatives, buffer management.

• • Engage with other processes to understand and implement best practices.

People / Team:

• • Contribute to and participate proactively in knowledge sharing sessions.

• • Participate and contribute to organizational activities.

• • Provide work direction and guidance to team members.

• • Establish systems and procedures in the team.

• • Groom self and team to support vertical growth.

• • Allocate work and tasks to the team.

• • Report to the manager on performance, status and any escalations.

• • Facilitate and participate proactively in knowledge sharing sessions.

• • Conduct team building activities to enhance motivation.

• • Conduct performance appraisals for team members– provide input into the learning and career plans for team members.

• • Identify training needs of team members and provide coaching support to them.

• • Conduct process training or refresher training if required.

• • Review VOC scores, provides feedback and recommend refresher training whenever necessary.

• • Resignations / Absconder communication to Operations Manager.

• • Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.

• • Manage attrition and absenteeism.

• • Support recruitment efforts for the team.

• • Conduct knowledge transfer sessions for new joiners in the team.