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 front-ending 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.

　　Support the incoming new process For an existing client, support the any new process addition byensuring online process training is conducted for the agents, agentshave the necessary skill and access is granted to them on applicationsrequired 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 & effectivenessBuild 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 reportsEnsure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the teamTrack 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 - CompetentProcess Knowledge - Strong process understanding with a clearunderstanding of process quality parameters - Competent

　　Competency Levels

　　Foundation

　　Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal 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.

　　Performance Parameter

　　Measure

　　1.

　　Process Performance

　　Meet quality parameters in the account

　　Trainings conducted

　　Timeliness in reporting

　　2.

　　Compliance

　　Audit reports

　　Compliance in audits

　　3.

　　Team Management

　　Team attrition %, Employee satisfaction score

　　Customer Service( Reservation)