Manager, Enterprise Quality Assurance (L09)
- Hyderabad, Telangana
- Permanent
- Full-time
The Enterprise Quality Assurance Manager is responsible for leading and managing quality monitoring for Servicing, Customer Solutions, Collections, Fraud solutions and/or Complaints i.e. managing one or more functions, multiple clients, including liaison with frontline managers, leaders and other stakeholders. The role would require leading a team of non-exempts and managing day to day responsibilities - administrative & developmental while collaborating with different stakeholders and functions. This role will also require the individual to deal with regulatory bodies (CFPB, IA, Risk testing etc both internal and external to strengthen and develop the process). Additional focus to drive and improve customer experience across aligned functions as part of the role.Key Responsibilities:Providing leadership to a team of 15-20 EQA Raters. Encourage team spirit, set high standards , coach on performance, provide feedback and conduct employee evaluations, communicate EQA vision and encourage innovation.Review performance of the team, identify training needs and arrange training sessions.Achieve monthly performance metrics.Drive Performance through setting of stretch goals and objectives.Analyze trends in individual/ team and function performance and create action plans accordingly.Lead/Support projects/ business initiatives as identified including complete ownership of any new site/ volume/ process addition for monitoring.Build strong stakeholder relationship and ensure timely action.Identify-improve monitoring techniques.Demonstrate flexibility to manage activities/ process across sites as required.Ensure all work completed is compliant with relevant statutory code and policy requirements.Work closely with HR in the areas of staffing, performance management, and workplace policies and procedures.Adhere to the Performance Management Process and timelines.Team Recognition (Individual and Team).Encourage team participation in business activities/initiatives. Organize team outings/activities.Receive and respond to internal inquiries from both internal and external customers. Maintain an effective follow -up process to ensure the completion of commitments.Recommend process improvements.Support other duties and initiatives as assignedQualifications/Requirements:Bachelor's degree with 2+ years of experience within SYF, OR in lieu of a degree, 4+ years of experience within SYF.Good understanding or Working knowledge of FDR, WorkstationGood analytical skills.Demonstrate ability to meet tight timelines.Should be open to work in flexible shiftsSelf-motivated and driven individualDesired Characteristics:Team handling Experience with excellent written & verbal communication skills.Highly motivated with ability to handle high workload in a fast paced and challenging environment.Ability to work with multiple levels of management internally and with clients.Excellent organization and time management skills.Flexibility and adaptability to meet business goals.Strong people management, interpersonal skills and strong proficiency (Microsoft Suite including: Word, Excel, PowerPoint)Eligibility Criteria :Bachelor's degree with 2+ years of experience within SYF, OR in lieu of a degree, 4+ years of experience within SYF.Work Timings:This role qualifies for Enhanced Flexibility and Choice offered in Synchrony India and will require the incumbent to be available between 06:00 AM Eastern Time – 11:30 AM Eastern Time (timings are anchored to US Eastern hours and will adjust twice a year locally). This window is for meetings with India and US teams. The remaining hours will be flexible for the employee to choose. Exceptions may apply periodically due to business needs. Please discuss this with the hiring manager for more detailsFor Internal Applicants:Understand the criteria or mandatory skills required for the role, before applying.Inform your Manager or HRM before applying for any role on Workday.Ensure that your Professional Profile is updated (fields such as Education, Prior experience, Other skills) and it is mandatory to upload your updated resume (Word or PDF format)Must not be any corrective action plan (First Formal/Final Formal, LPP)L6 to L7 Employees who have completed 12 months in the organization and 12 months in current role and level are only eligible to apply.L8+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible to apply.L6+ Candidates can apply.Grade/Level: 09Job Family Group:Enterprise Quality AssuranceJob Family Group: Contact Center Operations