Essential Functions and Responsibilities:

• With robust experience in Quality, specifically transaction monitoring
• Collaborate with senior management and staff to develop strategic plans; coordinate with other departments to establish open communications systems that ensure information is mutually shared to achieve optimal results
• Develop and retain team of quality leaders, providing coaching and development opportunities that continuously build and expand both the individual and the team capabilities and bench strength
• Drive continuous improvements and quality performance of metrics such as quality, customer experience, NPS, etc.
• Select, train, develop, and manage performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization’s policies and applicable legal requirements
• Manage department resources and provide leadership to ensure that production and quality work meets company goals
• Participate with cross-functional departments in strategic decisions designed to meet quality and service goals
• Identify, analyze, and resolve a wide range of technical, process, and Quality issues, providing quick and decisive solutions
• Recommend modifications to organizational policies and procedures and reinforce the company’s direction, vision, and values; partner with process owners and respective supporting personnel to formulate and implement process management procedures, goals and objectives
• Create departmental goals, objectives, and strong relationships with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Responsible for driving consistent Quality Delivery across multiple sites for the program.
• Own and execute Global Initiatives & Projects such as Quality Framework Deployment, standardizing Quality Practices, common Governance, metrics reporting etc.
• Primary Quality SPOC for Client to ensure consistent communication and expectations for quality
• Provide strategic guidance to each country’s Quality Managers
• Mentor and develop new and existing Quality Managers
• Help make decisions that will lead to improvement in Quality processes
• Share responsibility with local teams in driving Quality Metric, which is directly tied to incentives
• Attend business reviews, internal and client-facing (weekly, monthly, quarterly, yearly)