
Job Function – Quality Director
Specialization – Quality
Industry - BPO
Salary Increment - As per company policy
Experience - Minimum 2 years as Sr. Manager – Quality / Preferred director role
Level – L 5
Location - Gurgaon
Key Skills
- Ability to motivate and inspire new & existing Team mates
- Must have a strong eye for detail and a thorough understanding of client expectations
- Must display positive energy, service oriented attitude towards all teammates.
- Strong managerial, organizational, prioritization and leadership skills
- Solid language fluency required (enunciation, clarity and professionalism)
Job Description:
This role is responsible for:
- Client interactions
- Manage and develop improvement plans in liaison with other department(s)
- Effective resource utilization
- Meeting & exceeding defined KPIs
- Able to motivate team members.
- Manage Quality Team member and help them in performance improvement
- Effective resource utilization
- Meeting & exceeding defined KPIs
- Able to motivate team members
- Initiate KPI projects, Automation project, CJMs
- Initiate metric improvement activities/projects
- Has lead & mentored process improvement projects and demonstrated significant benefits (Tangible/Non Tangible)
- Assures effective process and policy mechanisms are in place
- Develops and assures compliance with the Service Level Agreements between internal and external customers
- Assures confidentiality and integrity of data
- Assures implementation of compliance with the Information Technology Standards (System checks, whitelist)
- To oversee risk management activities across the Program
- Developing, establishing, and maintaining an effective system-wide compliance and ethics program designed to prevent, monitor, detect, and respond to non-compliance and recommend corrective actions to fully meet regulatory requirements. This includes a system of education and training to promote compliance awareness.
- Identify and address compliance gaps (issues or processes where compliance risk exposure exists or accountability is not clear), particularly where such issues involve more than one functional unit.
- Create and manage all reporting requirement for the program for both internal and external requirements
- Coach Technical Support Executives on the evaluations done
- Run analysis on contact evaluations and highlight trends
- Coach agents based on evaluation trends to improve their technical capabilities
- Use trends to identify training needs and developing action plans
- Help technical support executive to understand appropriate troubleshooting approach
- Participate in calibration sessions with Quality/Operations
- Maintain current understanding of program strategies
- Support management focus on review of key drivers, metrics and operational processes that drive KPI results
- Demonstrate commitment to program internal customer satisfaction
Desired Candidate Profile:
- Graduate or post graduate degree/diploma (10+2+3) in a any stream
- Excellent command over English (Verbal & Written)
- Min 2 years as Quality Sr. Manager / or director role with domain expertise
- Min 6 - 8 years of overall experience in Quality function
- Minimum 8 - 10 Years of total Experience in handling BPO business
- Basic Computer skills required
- Working knowledge of Excel, Power point, Excel Understanding of Ops Reports and MIS
- Should have basis knowledge on statistical knowledge
Technical Competency |
Ideal Hiring Competencies |
Excel Skills |
Should be able to execute complex formulas, create presentable charts and in-depth knowledge of short cut keys |
Analytical Skills |
•Breaks down concrete issues into parts and synthesizes succinctly. |
Six Sigma BB |
BB Certified |
Presentation Skills |
Ability to explain the concepts of various trainings like Lean, 6 sigma, etc |
Decision making skills |
Should be able to take control of situations and arrive at quick decision to counter issues/problems |
Behavioral Competency |
Ideal Hiring Competencies |
Result orientation |
Able to create a plan and work systematically. Predict problems and figure out ways to overcome them and indefinitely attain the results |
Influence |
Adapts rationale to influence others |
Client Focus |
Identifying and responding to current and future client needs; providing service excellence to internal and external clients |
Continuous Learning |
Identifying and addressing individual strengths and weaknesses, developmental needs and changing circumstances to enhance personal and organizational performance |
Conflict Management |
Preventing, managing and/or resolving conflicts |

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About SmartQ
A leading B2B Food-Tech company built on 4 pillars-great people, great food, great experience, and greater good. Solving complex business problems with our heart and analyzing possible solutions with our mind lie in our DNA. We are on the perpetual route of serving our clients wholeheartedly. Armed with the stability of an MNC and the agility of a start-up, we have spread across 17 countries, having collaborated and executed successfully with 600 clients. We have grown from strength to strength with a blend of exuberant youth and exceptional experience. Bengaluru, being our headquarters, is known as the innovation hub and we have grown up to be the global leader in the institutional food tech space. We were recently acquired by the world's largest foodservice company – Compass group which has an annual turnover of 20 billion USD.
In this role, you will:
1. Collaborate with Product & Design Teams Work closely with the Product team to ensure that we are building a scalable, bug-free platform. You will actively participate in product and design discussions, offering valuable insights from a backend perspective to align technology with business goals.
2. Drive Adoption of New Technologies
You will lead brainstorming sessions and define a clear direction for the backend team to incorporate the latest technologies into day-to-day development,continuously optimizing for performance, scalability, and efficiency.
3. RESTful API Design & Development:You will ensure that the APIs you design and develop are well-structured, following best practices, and are suitable for consumption by frontend teams across multiple platforms. A key part of your role is making sure these APIs are scalable and maintainable.
4. Third-Party Integration Support:As we sometimes partner with third-party providers to expedite our market entry,you’ll work closely with these partners to integrate their solutions into our system.This involves participating in calls, finding the best integration methods, and providing ongoing support.
5. AI and Prompt Engineering:With AI becoming more integral to backend development, you’ll leverage AI to speed up development processes and maintain best practices. Familiarity with prompt engineering and AI-driven problem-solving is a significant plus in our team.
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- Strong expertise in Python, microservices, backend development and scalable architectures.
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- Experience with unit testing in any testing framework and maintaining 100% code coverage.
- Experience in working with NoSQL DB.
- Strong understanding of any Cloud platforms such as - GCP/AWS/Azure.
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- Educational background includes a degree (B.E/B.Tech/M.Tech) in ComputerScience, Engineering, or a related field.
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- Integrate software components into a fully functional software system.
- Independently solve moderately complex issues with minimal supervision, while escalating more complex issues to appropriate staff.
- Proficiency in at least one configuration management or orchestration tool, such as Ansible.
- Experience with cloud monitoring and logging services.
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- Bachelor's degree in a related field or equivalent exp
- Knowledge of public cloud services & application programming interfaces
- Working exp with continuous integration and delivery practices
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- 3-5 years of relevant exp whether in IT, IS, or software development
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- Code repositories such as Git
- Scripting languages (Python & PowerShell)
- Using Windows, Linux, Unix, and mobile platforms within cloud services such as AWS
- Cloud infrastructure as a service (IaaS) / platform as a service (PaaS), microservices, Docker containers, Kubernetes, Terraform, Jenkins
- Databases such as Postgres, SQL, Elastic
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Website: http://www.knrglobal.com">www.knrglobal.com
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KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads.We see our hard work rewarded in tangible ways every day and we believe that intelligence is most powerful when paired with humility. We're motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone's lives. KeepTruckin is proud to be a Forbes Cloud 100 company, a 2020 Career-Launching Company by Wealthfront and named a Forbes Best Startup Employer 2020.
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As a Senior Frontend Engineer, you will play an integral part in designing components and platforms for new services within KeepTruckin's Freight product line. You will implement complex features using modern frameworks and work on a fast-growing team eager to make a significant impact by connecting the world's trucks.We are looking for senior engineers who are driven by impacting and revolutionizing a space where the last major technical innovation was the invention of the diesel engine. We are seeking team players who have strong problem solving skills, and thrive on innovation and continuous improvement. We pride ourselves on our culture and the ability to work effectively across a highly diversified team.
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Work alongside product and other cross-functional counterparts including designers, back end, and QA on features that power freight productsCreate the best possible user experience in our web applications, and come up with creative, outside-the-box solutions for complex problemsWrite modular and maintainable front-end code, and actively participate in writing unit tests, improving quality, and performing code reviewsParticipate in full SDLC process in a CI/CD centered development, and actively work on our AWS cloud infrastructureResearch new technology and design patterns in collaboration with fellow engineers; propose changes that bring both short term and long term benefits
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BTech/MTech in Computer Science or related fields and 5+ years of experience building front-end software that is shipped in productionExperience with modern front-end frameworks, patterns, and browser technologies, and experience building single-page frontend applicationsExpert in HTML, CSS, JavaScript, and other display-centric web technologies, and in at least one modern JS framework (ReactJS, AngularJS, VueJS, etc)Proficient knowledge of asynchronous request handlingExperience working with REST APIs, GraphQL, -or- similar APIs, and experience with automated testing, Agile/Scrum, and SaaS, as well as B2B Enterprise applications and AWS infrastructureCreating a diverse and inclusive workplace is one of KeepTruckin's core values.
We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.Please review our Candidate Privacy Notice here. ( https://drive.google.com/file/d/1Xs7GivrHCj05XC6-mn6MsRGG3V5AcgZ5/view?usp=sharing )


