Job Details
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Job Description
- Train, Lead and mentor QAs and work on QAs development
- Manage productivity of Q-reps and aid in their effectiveness
- Conduct transaction audition sessions and JMS sessions for Q-reps
- Build and implement sampling plan effectively which shall ensure:
- Sampling plan adherence
- Monitoring accuracy
- Feedback adherence
- Different action plans effectiveness
- Facilitate and manage call calibration for Quality Reps, TL’s and Trainers.
- Implement MIP/PIP as per the guidelines and whenever required
- Identify and highlight Failure Modes in the process and how to improve them, also to assess the effectiveness of changes made
- Identify unethical practices/behavior and highlight it to Quality Manager
- Analyse end-user complaints and C-SAT’s, RCA to be conducted whenever deviation is detected and correction action plan to be created
- Review the effectiveness of MIP’s/PIP’s and the feedbacks being given by the Quality Reps.
- Generate the QA reports/presentations and communicate the same to the Quality Manager and to client as per the guidelines
- Throughout all phases of product development, QA leads report progress, plans, and problems to upper management and other involved parties. Leads also ask for feedback from upper management and implement the suggested changes in as efficient a way as possible.
