Key Responsibilities
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Quality Governance & Performance
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Own the quality framework for the operational scope, ensuring alignment with policies, regulatory requirements, and contractual commitments.
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Monitor quality KPIs, identify trends and root causes, and define corrective actions in collaboration with TLs, SMEs, and Delivery Leads.
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Ensure consistent application of quality standards across teams, including calibration and guidance updates.
Change & Impact Management
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Act as the primary owner of impact assessment for process, policy, or volume changes.
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Evaluate impacts on AHT, capacity, quality, training, and tooling, coordinating with WorkForce Management and Business Transformations
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Define mitigation plans, pilots, or phased rollouts when required, ensuring controlled implementation.
Process Ownership & Documentation
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Maintain and evolve process documentation, SOPs, and operational guidelines.
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Ensure documentation is accurate, signed off, and aligned with what is executed in production.
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Support creation of detailed process maps where required to understand operational impacts.
Stakeholder & Client Interaction
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Serve as a key point of contact for quality and process topics with internal and external stakeholders.
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Present findings, risks, and recommendations in governance forums (e.g. QBRs, SteerCos).
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Ensure transparent communication of changes, expectations, and outcomes.
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Training & Enablement
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Identify training needs driven by quality gaps or process changes.
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Partner with Trainers and Delivery to define learning paths, assessments, and nesting support.
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Ensure readiness of teams prior to go‑live of new processes or changes.
