Responsible for:

· Design, implement and monitor the Quality Assurance formats and standards.

· Design, approve, and evaluate all training programs, and training materials.

· Meet all client agreed upon KPIs and performance parameters.

· Ability to observe, analyze and give constructive feedback.

· Conduct and analyze TNA for quality assurance team, provide quarterly/annual training plan to develop QA skills.

· Provide feedback to section managers on training/coaching requirement for their employees

· Coordinate with the operations team to ensure all required KPIs are met.

· To identify areas of development and under performance and take corrective actions.

· Single point of contact with the team and the senior management through communication on k
ey deliverables.

· To ensure quality reporting and work with operations to build highly effective measurement and reward system.

· Participate in client monitoring and QA programs; and identifying client expectations and needs.

· Build QA action plans based on clients’ needs and expectations.

· Determine and identify individuals training needs.

· Support performance management systems in order to enhance company’s people performance.

· Prepare and analyze internal and external quality reports.

· Manage QA team members’ performance reviews and comments.

· Managing End-user satisfaction survey, monitoring survey process, preparing materials and conducting research.

· Ensure subordinates comply with the code of conduct and policies.

· Cooperate with the operations team & support functions to improve Quality Performance.

· Cascade COPC principles to the team through KPIs, One on One.

· Ensure that all the processes of Quality meet COPC Standards and requirements

· Monitor industry best practices.

· Performs miscellaneous job-related duties as assigned.

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