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Regional Quality Manager

30+ days ago 2024/12/16
Full Time Employee · Management · Min 8 Years of Experience
500 Employees or more · Travel Agency - Tourism, Museum, & Cultural - Business Process Outsourcing (BPO)

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Job Description

  1.  Facilitate Service Level Agreement (SLA) compliance in all Visa Application Centres (VAC’s )within the region and avoid service penalties as applicable.
  2. Implementation and maintenance of Quality & Environment Management System across the given region. Ensure timely reporting of Client & Internal MIS, Ad hoc data/ information & analysis.
  3. Develop & sustain a culture of continuous improvement in the region through practices like Lean & Six sigma. Promote & implement best practices for all processes. Ensure reduction in complaints and Ensure reduction in errors
  4. Ensure on time reporting with accuracy by developing & implementing formats that ensure no errors.
  5. Ensuring successful roll out of all projects and processes. Ensures timely roll out of automation requirement identified & carries out integration of reports. Conduct timely audit in the given region to check the accuracy and punctuality of reports.
  6. Research and come up with innovative solutions for Business improvement. Conduct necessary certifications in the given region.
  7. Sharing best practices & Ensure standardization in process followed with in the region. Measure and improve all performance metric like TAT and Productivity in the region.
  8. Ensure Internal and External Customer Satisfaction.
  9. Should have complete knowledge & understanding of the methodology on the service level reporting & process.
  10. Analysis and improvement of Voice of Customer (VOC), Voice of Mission (VOM) and Complaint Data on on-going basis
  11. Applying for awards for VFS Global of National & International recognition applicable to the region.
  12. Analyze the audit and compliance metrics within the existing & new projects.
  13. Provide information at different levels of the organization, regarding the audit activities and their impact on the business processes.
  14. Shall adhere to environment health and safety policy/objectives and guidelines of the organization

Skills

Education: Minimum: Graduate at the level of Bachelors Degree or global equivalent degree. Additional: Post graduate degree/ MBA or global equivalent degree

Experience: 10 years of relevant experience in Quality with a background in Operations preferably a process driven industry. Having a background in Operations and Customer Services before being in the Quality Department would be an advantage..

Knowledge & Key Skills:      Green Belt Trainer Certified, Ability to Innovate and enhance procedures and methods to increase productivity & cost effectiveness 

                                                        and in-depth knowledge and understanding of systems and processes.

 

Please forward your resume to josephb@vfsglobal.com if you meet with the above requirement with job title of “Regional Quality Manager” mentioned in the subject.

Preferred Candidate

Years of Experience
Min: 8
Degree
Bachelor's degree / higher diploma
Career Level
Management
Major
Quality Control
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As the world’s leading outsourcing and technology service specialist, VFS Global embraces technological innovation, including Generative AI, to support governments and diplomatic missions worldwide and provide travellers with a smooth visa application experience. A trusted partner to 69 client governments, we develop enhanced visa processes for global citizens through highly secure, reliable, efficient, and innovative technology solutions. A technology-driven company, VFS Global continuously transforms its business model with secure and efficient processes, market offerings, and advanced technologies, including AI/Analytics. Our work is limited to front-end administrative tasks, and we do not have any control over appointment availability, mandatory documentation requirements, and visa application decisions. Operating in 153 countries, our teams manage non-judgmental and administrative tasks related to applications for visa, passport, and consular services for our client governments, enabling them to focus entirely on the critical task of assessment. With an extensive global network of over 3,400 application centres, we have efficiently processed more than 292 million applications since 2001 and over 138.49 million biometric enrolments since 2007. Headquartered in Zurich and Dubai, VFS Global employs highly trained and dedicated staff across five continents, representing 131 nationalities. We are an employee-centric organisation, creating meaningful work opportunities and fostering successful careers in a diverse and inclusive workplace. VFS Global holds multiple certifications in data privacy, anti-bribery systems, and customer satisfaction, among others. We are also proud to be a Great Place to Work-certified organisation in India and China.

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