Manager, Performance Excellence

Arise Virtual Solutions Inc.; India; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Arise Virtual Solutions Inc. in India is seeking a Manager, Performance Excellence to lead the Quality Assurance function and ensure compliance with client requirements.

The role focuses on analyzing audit data, delivering insights, and proposing practical solutions to improve performance and processes. The ideal candidate will have strong analytical skills, root-cause analysis ability, and excellent English communication.

Qualifications

• Minimum 5 years working experience in a quality lead role or its equivalent.
• Thorough understanding of quality management framework.
• Excellent written and verbal English communication skills.
• Experience in preparing and presenting written project status reports and executive briefings.
• Demonstrated ability to develop analytical insights and summarize complex problems into concise reports and findings.

Responsibilities

• Provide clear insight into performance drivers and levers impacting performance.
• Lead and manage calibration sessions to meet the 90% calibration threshold.
• Own timely, accurate quality analyses and reports aligned with project objectives.
• Collaborate with sponsors, executives and stakeholders.
• Structure data analyses to drive insights and analytical solutions.
• Recommend policies and procedures to improve processing and efficiency.
• Provide program and agent performance reporting with statistics and visuals.
• Maintain documentation of call performance and corrective actions.
• Monitor team adherence to established quality standards.

Skills

Analytical thinking

Root-cause analysis

Attention to detail

English communication

Executive reporting

Tools

MS Excel

MS Word

PowerPoint

Job description

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Manager, Performance Excellence

Performance Excellence Regular Full-Time Professional India

Since 1994, Arise Virtual Solutions Inc. has created a disruptive technology platform that connects the world’s biggest brands with the largest network of gig-economy Service Partners in the BPO industry. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions!

Our Core Values:

Relentlessly Pursue Excellence

Empower People & Partners

Make a Difference

Our Quality Assurance & Center of Excellence team at Arise is looking for a Manager, Performance Excellence who will be responsible for assessing the quality and adherence to compliance. The job responsibilities include understanding the organization's business objectives and goals, analyzing audit data, and communicating analysis and proposing solution. The ideal candidate will possess strong analytical skills, root-cause analysis and attention to detail.

What you will take on:

• Provide clear insight into performance drivers and the levers which impact performance.
• Lead and manage calibration sessions, ensuring all quality analysts meet or exceed the client required 90% calibration threshold.
• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
• Collaborate & communicate effectively with business sponsors, executives and stakeholders.
• Strong analytical and problem-solving skills. The ideal candidate will thrive on change and possess an inquisitive mind.
• Ability to structure data analysis, driving analytics insights and analytical solutions.
• Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
• Provide program and agent performance reporting, including statistical analysis and reporting.
• Maintain proper documentation of call performance and associated corrective measures as applicable.
• Monitors team compliance to quality standards usings established audit procedures.

Our new team member will need:

• Minimum 5 years working experience in a quality Lead role or its equivalent.
• Thorough understanding of quality management framework
• Excellent written and verbal English communication skills
• Experience in preparing and presenting written project status reports and executive briefings.
• Demonstrated ability to develop analytical insights and summarize complex problems into concise reports and findings.
• Proficiencyin MS Excel, Word, and PowerPoint.
• Demonstration of strong time and work management skills with a progressive, people forward attitude.

When smart, creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise.