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1. Defining quality standards and metrics for various functions and line-of-services, based on best practices
2. Developing a Quality Management system (QMS) that will help us get to , best in class service delivery and customer experience
3. Establishing a plan to ensure quality definitions are understood across all levels
4. Defining a governance structure for ensuring adherence to the defined
processes – escalation matrix and DOAs.
5. Identifying mechanisms to check if defined quality of services, delivered to customer or not, and if not a system to raise a red-flag
Skills required:
1) Strong experience in designing the Quality standards and governing mechanism for all processes
2) Certification of quality control is a strong advantage (Six Sigma, ISO etc)
3) Experience of handling QA vertical and/or team in a multi location service industry
4) Experience of having worked in the quality and customer service functions of large service delivery organisations such as Insurance, Telecom, etc
5) An analytical mind that intuitively understands data
6) A solution centric mind that works for the customer
7) Excellent numerical skills and understanding of data analysis/statistical methods
8) Personal effectiveness – planning, time management, process orientation
9) Strategic mind that is able to think long term
A Leading Global FMCG Firm
FMCG
20+ years
1
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