Senior Manager, Quality Assurance

• Facilitate the development of the process documentation (Procedures and policies) for the assigned processes.

• Trains and coaches the operations personnel to develop and maintain the process documentation created.

• Helps in developing metrics / KPIs for the assigned processes (measures the depict efficiency and effectiveness of the processes).

• Reviews operational definitions for the process metrics developed to ensure there is no ambiguity in collecting and tracking the metrics.

• Helps in creating data collection templates for the KPIs defined.

• Performs bench marking of process, practices and metrics to ensure processes continue to mature and evolve over a period of time.

• Develops targets for KPIs to ensure optimal performance of processes and personnel involved.

• Conceptualizes, creates, and rolls out dashboards that showcase the performance of the processes.

• Leverages the dashboards created to facilitate periodic business reviews by involving all the associated employees and process/business leaders.

• Supports in identifying performance gaps in the process definitions, process adherence.