Role Description
- Complete ownership of quality management processes and initiatives across the organization; decide and monitor delivery quality metrics to be tracked across the organization
- Accountable for maintaining account level quality requirements and collaborating with ADMs and PMs to drive delivery quality and issue resolution
- Collaborate with cross-functional teams to embed quality checks and continuous improvement actions throughout the delivery lifecycle
Key Responsibilities
Define and manage delivery quality framework across accounts
- Create and update quality management policies, templates, and review checklists for use by delivery teams
- Develop criteria and measurement methods for quality index and delivery quality score reporting
Track key quality metrics and drive corrective actions
- Monitor COQ/COPQ, CSAT trends, and delivery deviation patterns; identify performance dips or systemic delivery issues and initiate process improvement initiatives
- Coordinate with ADMs and Delivery Ops to validate accuracy of quality data across accounts
Drive governance for 'at risk' accounts and low-CSAT accounts
- Conduct independent quality assessment to raise early triggers to "Red"/"Yellow" engagement; review customer feedback on these accounts and ensure action plans are in place
- Monitor closure of audit observations, process gaps, and delivery defects across team
Lead continuous improvement and quality capability initiatives
- Proactively reach out to customers in collaboration with ADMs to identify parameters against which delivery quality should be evaluated
- Design and run delivery quality trainings, workshops, and playbooks for ADMs and PMs; track if key quality trainings & audits as required across projects are being conducted
- Publish monthly and quarterly quality scorecards for leadership, highlighting improvement areas
KPIs
- Delivery Quality score (COQ, COPQ)
- % of accounts with CSAT > target
- % of quality trainings completed by
delivery teams
KRAs
- % reduction in COPQ across verticals
- % improvement in quality index quarter-on-quarter
- # quality management trainings conducted
Key Interfaces
- Collaborate with ADMs to undertake root cause analysis for low CSAT scores or customer complaints and create actionable plans for score improvement
- Work with ADMs to roll out quality metrics and reviews
- Collaborate with Delivery Ops on data accuracy, reporting cadence, and audit trails
- Interact with PMs for tracking tech-level issues impacting service quality
- Coordinate with all relevant stakeholders on closure of observations found in audits and ensure completeness of quality documentation
- Partner with HR and L&D to drive delivery quality training programs
- Liaise with Quality SPOCs across Horizontals to align standards and share best practices
