TIMING- Night Shift, US Process KEY SKILLS- should be from voice process & collection background. Should have managed transactional analysis, lead a team of QC, exposure of customer service, GB certified/trained BASIC FUNCTION- The QC Manager is responsible for ensuring smooth functioning of Quality Compliance function in client processes while ensuring that internal and client compliance requirements are met and assisting in driving incremental improvements. The QC Manager is also required to oversee initiation and successful closures of all automation efforts/ process excellence initiatives for the process across locations. ROLES AND RESPONSIBILITIES- Set up of QC for new process / clients requiring extensive interaction with clients to understand and capture all requirements Closely work with operations team and clients to continuously benchmark processes, baseline performance and target setting Incubation of QC in all new processes. Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements Facilitate and identify potential areas for improvement and actively participate in improvement initiatives and drive incremental improvements through AIM Ensure the effective running and updation of the PROMPT system and accurate rating of process performance vis--vis SLA targets Co-ordinate with Quality team and Process owners to ensure improvement exercises (Six Sigma Projects, AIM, etc) continue to happen in the processes. Train / mentor AMs and QCAs and operations teams on quality tools and concepts To provide guidance and suggest platforms and solutions for all automation efforts within the process. Client, for the process quality interactions and calibrations SKILLS: TECHNICAL- Excellent working knowledge of MS Office MS Excel, Power Point, Word Doc, Outlook, GUI, SQL, VB, dot net, java, etc Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred PROCESS SPECIFIC- Preferably knowledge of industry domain being aligned to (example, Insurance, Banking, etc) Basic six sigma knowledge GB certified/ trained Knowledge of quality systems (ISO, COPC) preferable SOFT SKILLS( DESIRED)- Project management skills to drive improvement projects / initiatives Analytical skills SOFT SKILLS ( MIN)- Functional Operational planning and process management to effectively plan, prioritize and execute everyday QC operations Knowledge of quality assurance, process improvements, domain, etc Monitoring and Reviewing Leadership Fosters a spirit of collaboration and team work Ability to relentlessly pursuing excellence General Conformance to policies / compliances with auditing skills and eye for details Ability to coach and give feedback on an ongoing basis. Strong written and verbal communication Skills. QUALIFICATIONS- Graduate in any stream Exposure to quality systems (ISO, COPC, etc) preferred