Quality Assurance Tester - Guadalajara, México - Encore Theme

Encore Theme

Empresa verificada

Guadalajara, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Guadalajara, Mexico

_Role Purpose_

The purpose of this role is to ensure compliance and quality ofthe process within an account._

_Do_

Track and review the process quality through audits

Develop audit plan as per SOP and allocate reviews to theanalysts _
Monitor to ensure that the audits are being conducted as perplan_
Review the audit data across the account to review the accountperformance on quality parameters, identify the error trends _
Prepare reports for review for the internal leadership as wellas client_
Identify the best practices and work with the delivery team todeploy for improvement_
Ensure compliance part of the process by frontending with theexternal auditors CMMIE or any onsite audits, coordinating with theinternal teams and working with SDH and AH to develop SOPs andcompliance registers as required for the audits._

Drive training within the account to ensure process qualityis maintained

Conduct Root Cause Analysis of the errors to identify thetraining intervention to bridge the gap_

- conduct monthly trainings based on the error types identified inthe 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 stakeholdersincluding the client twice a week._

**_
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Support the incoming new process

For any new process outside the account, support the team inidentifying the skill, availability of skill within DOP or avenues forupskilling 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 toenhance capability & effectiveness
Build an internal talent pool and ensure their career progressionwithin the organization

Manage team attrition
Drive diversity in leadership positions
Performance Management_
Set goals for the team, conduct timely performance reviews andprovide 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 buildengagement 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 broadeconomic, demographic, technological and global trends in the ITES/BPOindustry
Competent

:

Process Knowledge

Strong process understanding with a clearunderstanding of process quality parameters
Competent

**_
Competency Levels_****_
Foundation_**- Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with mínimal support and guidance._

**_
Competent_**- Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well._

**_
Expert_**- Applies the competency in all situations and is serves as a guideto others as well._

**_
Master_**- Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization._
- **_
Behavioral Competencies_**- _ Project Management Skills_
- _ Analytical Skills_
- _ Execution Excellence_
- _ Client centricity_
- _ Passion for results_
- _ Nurturing people_
- _ Stakeholder Management_

**_
Deliver_**- No._