Manager, Performance Excellence
On-site · IN
Job Summary
Manager, Performance Excellence responsible for assessing quality and adherence to compliance, analyzing audit data, and communicating analysis with proposed solutions. Lead calibration sessions to ensure the client-required 90% calibration threshold is met; own on-time, accurate quality analyses and reports; collaborate with sponsors, executives, and stakeholders; identify trends, recommend policy/procedure improvements, and drive processing efficiencies. Provide program and agent performance reporting, maintain documentation of call performance and corrective actions, and monitor adherence to quality standards using established audit procedures. Requires minimum 5 years in a quality lead role, strong analytical and problem-solving skills, and proficiency with MS Excel, Word, and PowerPoint. Excellent English communication skills and ability to prepare/present status reports and executive briefings. Location: India.
Required Qualifications
- Minimum 5 years working experience in a quality Lead role or its equivalent
- Thorough understanding of quality management framework
- Excellent written and verbal English communication skills
- Experience in preparing and presenting written project status reports and executive briefings
- Demonstrated ability to develop analytical insights and summarize complex problems into concise reports and findings
- Proficiency in MS Excel, Word, and PowerPoint
- Demonstration of strong time and work management skills with a progressive, people forward attitude
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