POSITION DEFINITION: This role will be responsible to lead the Capability Development & Service Excellence teams across all different capabilities for Firstsource Mexico. The role will be expected to own and govern end-to-end training and quality assurance process across all stages of the business; will partner with operations and our clients to share actionable insights, develop, execute, and govern plans for performance improvement. KEY ACCOUNTABILITIES/ RESPONSIBILITIES: Responsible for leading and setting up Training & Internal Audit / Quality Programs for new business transitions & ramp ups – large to mid-scale Will also be responsible for growing / developing audit teams – either transitioning as is structures or building audit programs from scratch to deliver strong business outcomes Develop/deploy the tools, reporting and infrastructure for an outstanding training and quality assurance program Provide solutions by combining delivery experience and subject matter expertise Build predictable insight models that lets the business stay ahead of curve Responsible to build capability for problem solving in the organization Collaborate with teams across geos and verticals to share best practices and drive continuous improvement Plan for resources (People and Infrastructure) in a timely manner to avoid delays and likely impact on business deliverables. Design and execute strong governance plans to communicate with the internal customers, stake holders and clients to gain information, feedback and approval. Participate in key forums either at client site or any other site and be an ambassador of Firstsource on the whole for the program Be comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously with strong project management skills Recommend solutions to complex problems while also accomplishing many projects and priorities day-to-day PROFESSIONAL ATTRIBUTES: 12 – 14 years of quality experience in ITES industry with good exposure to end-to-end aspects of BPO businesses – back office and voice English/Spanish fluency required Exposure to both US and domestic healthcare businesses is preferred Ability to handle complex assignment and create overview of complex projects and communicate plans and approaches in clear, concise and professional manner in verbal and written form. Experience in managing global quality assurance program Knowledge of analytics systems and tools to enhance the quality of delivery to the business Experience in data management and monitoring tools and processes Proven track record in setting up and delivering Operational excellence delivery models Educated to Degree level , MBA is a plus Should have led a cross cultural team Should have sound project management skills Client/ Customer Relationship Management experience REQUIRED SKILLS AND KNOWLEDGE: Strong communicator, both in writing and spoken communications Ability to lead chats with senior leaders and influence Demonstrated strong track record in driving continuous improvement in customer satisfaction. Ability to manage multiple tasks simultaneously. Strong team building skills across sites, functions, technical and organizational levels Successful track record in peer collaboration. Ability to train, coach and mentor others Excellent ability to understand client business drivers and objectives. Highest standards of ethical behavior and positive contribution to the community, consistent with the values of the organization Flexible and embraces change. Is able to stretch to meet business demands Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. All candidates who have received a written offer of employment will be required to undergo a company paid drug test. Failure to submit to this test and/or to successfully test negative will result in withdrawal of the applicant's job offer. Firstsource participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's I-9 to confirm work authorization. It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans. J-18808-Ljbffr