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Roles & Responsibilities : Adherence of Quality SLAs and contractual agreements with internal & External stakeholders Personally monitoring assigned accounts, meeting the client SLAs for the assigned accounts and ensuring client satisfaction, on a day-to-day basis. Each of his team members reporting to him achieves his targeted objectives with respect to Customer Delight and Service Levels. Staff Motivation, Goal setting, Performance appraisal of team members, and counseling for performance and capability building in conformance with goals. Management and coordination of operations, quality, and general administration of the assigned processes. Manpower planning Handling of External & Internal stakeholders and meeting the business requirements in terms of quality related deliverables Deployment and Strengthen the Quality Assurance Framework for the Business Taking care of Baselining, Capacity Planning and Statistically validation of sample and Accuracy targets of the process Identify and raise early alerts in terms of breaching the SLA metrics, Risk, Regulatory & Compliance requirements Complete the Six Sigma & Lean Role Roadmap within the stipulated time Prepare all team and client related reports for Quality Skills required : Strong interpersonal skills, written and oral communications skills Ability to take initiatives and communicate effectively with people at all levels both internally and externally Ability to work on tight deadlines and respond to changing priorities quickly and positively Should be able to plan and carry out responsibilities with minimal direction and supervision Ability to work independently and as well in a team Experience (if any) : Should have been in people management role for at least 5 years. Previous experience in a quality role will be required for back office (Transaction Quality) and/or voice Should have completed at least 1 Six-Sigma project, Green Belt Certification (preferable) Educational Qualification: Graduate in any discipline Good command over MS Office Interpersonal Skills Excellent Communication skills verbal and written Job Location : Hyderabad Work from Office Shift : Rotational shifts Qualification Graduate in any discipline Good command over MS Office Interpersonal Skills Excellent Communication skills verbal and written .