Responsibilities: Manage a team of 15-20 quality analysts. Monitor agents for compliance with established processes, policies and guidelines. Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results. Analyze information and utilize to build recommendations to reduce errors and improve process performance. Create and maintain tracking reports in relation to performance. Create power point presentations for weekly, monthly and quarterly business reviews Monitor Site performance against key business metrics like Productivity, Accuracy, CSAT, Quality, AHT etc. Baseline Targets, Quality Score, QC Accuracy, Staff Utilizations, CSAT Accountable to provide timely and efficient service to clients; review the operations and take proactive measures to avoid escalations, ensure team understands how to leverage resources to address issues, and delegate workload across the leadership team. Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc Calibrate with the client quality team to ensure consistent delivery of quality assurance, creating and maintaining performance reporting. Qualification: Analytical and Problem solving skills Ability to conduct error analysis, identify process gaps and share process improvement ideas. Ability to work closely with Central Quality team to conduct process improvements and Projects on multiple locations on a timely manner. Proven ability to achieve and maintain departmental quality standards. Strong written communication skills. Excellent grammar, spelling, and sentence construction. Good power point and excel skills Should have sound customer service skills and soft skills with prime focus bein on customer satisfaction. Ability to work with team members across locations and communicate with clients. Self-Starter with ability to work independently and less supervision. Team management & Performance Management skills