Role Purpose
The purpose of this role is to ensure compliance and quality of the process within an account.
Do
Track and review the process quality through audits
Develop audit plan as per SOP and allocate reviews to the analysts
Monitor to ensure that the audits are being conducted as per plan
Review the audit data across the account to review the account performance on quality parameters, identify the error trends
Prepare reports for review for the internal leadership as well as client
Identify the best practices and work with the delivery team to deploy for improvement
Ensure compliance part of the process by front-ending with the external auditors CMMIE or any onsite audits, coordinating with the internal teams and working with SDH and AH to develop SOPs and compliance registers as required for the audits.
Drive training within the account to ensure process quality is maintained
Conduct Root Cause Analysis of the errors to identify the training intervention to bridge the gap
conduct monthly trainings based on the error types identified in the process audits
Deploy various training methods (classroom based, web based etc) to develop the skill and reduce error rates
Develop the training reports and share with the key stakeholders including the client twice a week.
Support the incoming new process
For an existing client, support the any new process addition by ensuring online process training is conducted for the agents, agents have the necessary skill and access is granted to them on applications required
For any new process outside the account, support the team in identifying the skill, availability of skill within DOP or avenues for upskilling the team to support the new process
Effective Team Management
Resourcing
Hire adequate and right resources for the team
Talent Management
Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
Build an internal talent pool and ensure their career progression within the organization
Manage team attrition
Drive diversity in leadership positions
Performance Management
Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
Ensure that the Performance Nxt is followed for the entire team
Employee Satisfaction and Engagement
Lead and drive engagement initiatives for the team
Track team satisfaction scores and identify initiatives to build engagement within the team
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Delivery Leadership
Audit & training reports, error trends, new process
Agents
Training
Training team for Account
Training content and schedule
RMAC
Risk compliance
DOP Support
Compliance related support as per account SOW
External
Clients
Reports on training and compliance
External Auditors
Audits
Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
Domain/Industry Knowledge – Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry – Competent
Process Knowledge – Strong process understanding with a clear understanding of process quality parameters – Competent
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
Behavioral Competencies
Project Management Skills
Analytical Skills
Execution Excellence
Client centricity
Passion for results
Nurturing people
Stakeholder Management
Deliver
No.
Performance Parameter
Measure
1.
Process Performance
Meet quality parameters in the account
Trainings conducted
Timeliness in reporting
2.
Compliance
Audit reports
Compliance in audits
3.
Team Management
Team attrition %, Employee satisfaction score
Customer Service( Reservation)