Job Role Team Lead – Quality
Responsibility Team Lead – Quality is responsible to support and develop the team to create great Customer Experience and to drive Continuous Improvement
- Adherence
- Ensure that processes are adhered to as per customer requirement and quality framework
- Release training need analysis for the associates and coordinate with training team
- Participate in audits and reviews
- Continuous Improvement
- Analyse operation’s quality performance
- Make observations, identify, and analyse trends and patterns
- Define and drive improvement initiatives
- Collaboration
- Work together with stakeholders to create improvement proposals
- Contribute to customer presentations
- Governance
- Manage regular and ad hoc reports
- Present initiatives and achievements on business reviews
- Follow up escalations for improvement