Assistant Manager - Quality Excellence

Quality MIS Analyst: Responsible for preparing and maintaining Quality MIS reports and dashboards, tracking key quality metrics, and providing accurate insights to stakeholders. The role involves data validation, trend and root-cause analysis, performance reporting, and supporting quality improvement initiatives.

Key skills: Advanced Excel, reporting/dashboarding, data analysis, attention to detail, and stakeholder management.

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Quality MIS – Key Responsibilities 1. Quality MIS & Reporting

Prepare and publish daily, weekly, and monthly Quality MIS reports within agreed reporting timelines.

Consolidate quality data from multiple teams/processes and maintain a single, accurate reporting view.

Track key quality metrics such as Quality Score, Audit Coverage, Error/Defect Rate, Critical Errors, Compliance, Calibration scores, and improvement trends, as applicable to the process.

Develop management summaries highlighting key movements, exceptions, risks, and improvement opportunities.

Maintain historical data to enable month-on-month and period-based performance comparisons.

• Dashboard Management & Automation

• Design, maintain, and enhance Excel and Power BI dashboards for Quality and Operations stakeholders.
• Automate recurring reports wherever practical to reduce manual effort and reporting errors.
• Create drill-down views by parameters such as process, team, agent, error category, auditor, client, and time period, subject to the organization's reporting requirements.
• Continuously improve dashboard usability and ensure stakeholders have clear visibility into important quality indicators.

• Data Validation & Governance

• Perform validation and reconciliation before publishing Quality MIS to ensure accuracy, completeness, and consistency.
• Identify missing, duplicated, or inconsistent records and coordinate corrections with relevant teams.
• Maintain standardized metric definitions, calculation logic, reporting templates, and data sources.
• Implement appropriate data-quality checks and controls to minimize reporting discrepancies.
• Maintain supporting documentation and reporting trackers to provide an appropriate audit trail.

• Quality Performance Analysis

• Analyze quality results to identify recurring defects, error categories, process gaps, and performance trends.
• Conduct Pareto and trend analysis to highlight the major contributors to quality defects.
• Compare performance across relevant periods, processes, teams, or categories to identify significant deviations.
• Translate raw quality data into concise, actionable insights for Quality and Operations leadership.
• Highlight risks or deteriorating trends requiring further investigation.

• Action & Closure Tracking

• Maintain trackers for identified quality gaps, corrective actions, and improvement initiatives.
• Monitor action items against committed closure dates and highlight overdue items to the appropriate stakeholders.
• Track whether identified defects and recurring issues are reducing after corrective actions are implemented.
• Provide consolidated status updates for quality review forums.

• Stakeholder & Client Reporting

• Partner with Quality, Operations, Training, Workforce/MIS, and business stakeholders to fulfill reporting requirements.
• Support periodic business and client reviews by preparing quality performance summaries, dashboards, and supporting analyses.
• Respond to legitimate ad-hoc data and analysis requests while maintaining reporting consistency.
• Ensure that stakeholder presentations distinguish clearly between reported facts, trends, observations, and recommended actions.

• Audit & Calibration Support

• Provide data and reporting support for quality audits and calibration exercises.
• Track calibration outcomes and highlight significant scoring or interpretation variances.
• Maintain required reports and historical records to support internal reviews and audits.
• Assist Quality teams in monitoring adherence to defined quality parameters and checklists.

• Process Improvement

• Identify opportunities to simplify and automate recurring Quality MIS activities.
• Recommend reporting improvements that make quality performance easier to understand and act upon.
• Partner with Quality teams to measure the impact of corrective and preventive actions.
• Continually improve existing Excel/Power BI reports based on changing business requirements.

Key Skills / Competencies

• Advanced Microsoft Excel: PivotTables, XLOOKUP/INDEX-MATCH, conditional formulas, charts, Power Query
• Power BI: dashboard development, data visualization, data modelling, and working knowledge of DAX
• Strong data analysis and reporting capability
• Understanding of quality metrics, audits, defect/error analysis, calibration, RCA, Pareto analysis, and CAPA concepts
• High level of accuracy and attention to detail
• Strong analytical and problem-solving skills
• Ability to convert large datasets into management-level insights
• Effective stakeholder communication and presentation skills
• Ability to manage recurring reporting deadlines and multiple data sources independently
• Graduate with experience in Quality MIS, dashboards, data governance, and performance analytics, ensuring accurate and timely reporting while translating quality data into actionable insights that support operational and quality improvement.