Associate Director - Quality and Compliance

Key Responsibilities

• Responsible for overall operations quality, customer satisfaction score (CSAT), product process knowledge, and process updates.
• Responsible for ensuring smooth setup and function of quality and process improvement team to meet business, internal, and certification requirements; this involves designing functional-level policies and procedures and driving standardization across all clients.
• Drive Quality initiatives across the organization and bring in efficiencies and effectiveness in processes.
• Drive a continuous improvement culture through training, coordination, and implementation of principles of Process Improvement in a day-to-day operation .
• Developing process improvement and innovation strategy for client business, planning and execution of projects; managing process improvement program for client engagement(s).
• Works in partnership with the Operations and Training team to study and analyze trends in Quality, following through with recommendations, and to ensure that the organization can train and develop the people with a strong focus on quality metrics as per the laid down process.
• Provide regular updates on quality initiatives and process improvement projects to key project stakeholders across the organization as required .
• Research to create value-added proposals for prospective and existing clients.
• Process mapping and identifying non-value-added steps to create lean and agile processes.
• Responsible for targeting the completion of process improvement projects within a specified time frame while achieving a cost reduction goal.
• Improve internal quality and customer satisfaction (CSAT / NPS).
• Conflict management with all stakeholders for smooth and effective business operations.
• Work with operations leaders across the organization to share best practices seamlessly
• Participate in WBRs / MBRs / QBRs, ensure alignment to clients quality objective

What will you need to succeed in this role

Good to Have :

Role Requisites :

Skills Required

Business Planning, Continuous Improvement, Analytical, Career Development, Process Improvement, Black Belt