Essential Functions and Responsibilities:

· With robust experience inQuality, specifically transaction monitoring

· Collaborate with seniormanagement and staff to develop strategic plans; coordinate with otherdepartments to establish open communications systems that ensure information is mutually shared to achieve optimal results

· Develop and retain team ofquality leaders, providing coaching and development opportunities thatcontinuously build and expand both the individual and the team capabilities andbench strength

· Drive continuous improvementsand quality performance of metrics such as quality, customer experience, NPS, etc.

· Select, train, develop, andmanage performance of direct reports in area of specialty; and mentoring,coordinating, planning, and providing direction for work group(s) in accordancewith the organization's policies and applicable legal requirements

· Manage department resources andprovide leadership to ensure that production and quality work meets companygoals

· Participate withcross-functional departments in strategic decisions designed to meet qualityand service goals

· Identify, analyze, and resolvea wide range of technical, process, and Quality issues, providing quick anddecisive solutions

· Recommend modifications toorganizational policies and procedures and reinforce the company’s direction,vision, and values; partner with process owners and respective supportingpersonnel to formulate and implement process management procedures, goals and objectives

· Create departmental goals,objectives, and strong relationships with Business stakeholders (QualityLeadership, Operations, Client, Account Management, and Resource Unit partners)

· Responsible for drivingconsistent Quality Delivery across multiple sites for the program.

· Own and execute GlobalInitiatives & Projects such as Quality Framework Deployment, standardizing QualityPractices, common Governance, metrics reporting etc.

· Primary Quality SPOC for Clientto ensure consistent communication and expectations for quality

· Provide strategic guidance toeach country's Quality Managers

· Mentor and develop new andexisting Quality Managers

· Help make decisions that willlead to improvement in Quality processes

· Share responsibility with localteams in driving Quality Metric, which is directly tied to incentives

· Attend business reviews, internaland client-facing (weekly, monthly, quarterly, yearly)

Minimum JobRequirements (Education, Experience, Skills):

Must be Graduate of a bachelor’s degree or the equivalent
2 years of related work experience
Thorough experience of working in a customer support
environment
Must have excellent English communications skills

Director for Global Quality

About Afni