Role Purpose

The purpose of this role is to ensure compliance and quality ofthe process within an account.

Do

1. Track and review the process quality through audits
   1. Develop audit plan as per SOP and allocate reviews to theanalysts
   2. Monitor to ensure that the audits are being conducted as perplan
   3. Review the audit data across the account to review the accountperformance on quality parameters, identify the error trends
   4. Prepare reports for review for the internal leadership as wellas client
   5. Identify the best practices and work with the delivery team todeploy for improvement
   6. Ensure compliance part of the process by front-ending with theexternal auditors CMMIE or any onsite audits, coordinating with theinternal teams and working with SDH and AH to develop SOPs andcompliance registers as required for the audits.

1. Drive training within the account to ensure process qualityis maintained
   1. Conduct Root Cause Analysis of the errors to identify thetraining intervention to bridge the gap
   2. conduct monthly trainings based on the error types identified inthe process audits
   3. Deploy various training methods (classroom based, web based etc)to develop the skill and reduce error rates
   4. Develop the training reports and share with the key stakeholdersincluding the client twice a week.

1. Support the incoming new process
   1. For an existing client, support the any new process addition byensuring online process training is conducted for the agents, agentshave the necessary skill and access is granted to them on applicationsrequired
   2. For any new process outside the account, support the team inidentifying the skill, availability of skill within DOP or avenues forupskilling the team to support the new process

1. Effective Team Management
   1. Resourcing
      1. Hire adequate and right resources for the team
   2. Talent Management
      1. Ensure adequate onboarding and training for the team members toenhance capability & effectiveness
      2. Build an internal talent pool and ensure their career progressionwithin the organization

• Manage team attrition

1. Drive diversity in leadership positions
2. Performance Management
   1. Set goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reports
   2. Ensure that the Performance Nxt is followed for the entire team
3. Employee Satisfaction and Engagement
   1. Lead and drive engagement initiatives for the team
   2. Track team satisfaction scores and identify initiatives to buildengagement within the team