Roles & Responsibilities :

Ø Adherence of Quality SLA’s and contractual agreements with internal & External stakeholders

Ø Personally monitoring assigned accounts, meeting the client SLA’s for the assigned accounts and ensuring client satisfaction, on a day-to-day basis.

Ø Each of his team members reporting to him achieves his targeted objectives with respect to Customer Delight and Service Levels.

Ø Staff Motivation, Goal setting, Performance appraisal of team members, and counseling for performance and capability building in conformance with goals.

Ø Management and coordination of operations, quality, and general administration of the assigned processes. Manpower planning

Ø Handling of External & Internal stakeholders and meeting the business requirements in terms of quality related deliverables

Ø Deployment and Strengthen the Quality Assurance Framework for the Business

Ø Taking care of Baselining, Capacity ...