Senior Manager - Quality and Compliance
British Council
Total years of experience :15 years, 11 Months
- Conducted Quality and Compliance audits of test day delivery standards against global Quality and Compliance Assessment (QCA) and awarding body standards across British Council test centres in India
- Identified risks and provided recommendations to mitigate such risks to the operational leads so that the compliance rates of test centres are on par with the set standards
- Maintained and updated knowledge repository of QCA and other awarding body standards in the SharePoint site
- Conducted investigations relating to security and delivery of tests in the product portfolio
Enabled operational teams to be aware of the test day delivery standards by creating and disseminating suitable training modules
- Ensured the IELTS results are investigated and results released within appropriate timeframe by being in constant touch with the Regional Management Teams and the Global Investigations Teams
- Created standardized test day logs and logs recommended as part of the global QCA framework and distributed to the delivery teams for their usage and reference
- Monitored the roll out and implementation of standardized test day processes across national test delivery centres
Exams Delivery:
Manage exams delivery in the South India region for around 3, 000 candidates per month - of various UK and other educational and professional examining bodies across the globe
TAT / SLA management of exam products, i.e., results, enquiry on results, certificates for South India region for around 7, 000 candidates per month
Ensure secure storage and retrieval of examination-related confidential materials for the entirety of its retention period of each type of documents
Coordinate with business vendors to ensure that the exams are delivered as per internal and external process compliance standards
Created training and reference modules and trained the test day staff to ensure that they are appropriately trained on board-specific examination processes on critical and high stakes exams delivery
Financial and Vendor Management:
Ensuring contracts are in place with vendors by following procurement guidelines and that Purchase Orders (POs) are created for vendors on time; following up on bills for payment so that the payment is settled within the credit period
Updating central finance team with accrual inputs on a monthly basis so that Sales Orders (SOs) can be created and invoices dispatched to various examination boards across the globe to ensure outstanding income from the boards are received periodically
Preparing IELTS Quarterly Fee Reconciliation data for South India region (close to 6500 candidates per month) which would be the base for Cambridge invoicing
Team Management:
Performance management of team members to ensure compliance, timeliness and TAT adherence of service delivery by setting up deliverables and ensuring that it is constantly monitored by the mechanisms in place
Administer recruitment process, training, certification, induction, monitoring of Professional Support Network (PSN) and Clerical Marker personnel
Relationship Management:
Ensuring operational relationships with key stakeholders like awarding bodies, institutions are intact
Communicating actively with internal stakeholders on delivery performances and achievements, and with customers on enquiries, exam bookings, escalations, complaints, etc.
Logistics Management:
Coordinating with awarding bodies for ensuring adequate lead time is available in receiving confidential examination materials and with domestic courier partners for material movement to the exam centres across 6 different cities in South
India region
Ensured the confidentiality of examination materials is maintained during the transit of test materials by setting up and monitoring logistical standards expected from the business vendors
Ensured that all the test day materials are inventoried and their movement is able to be tracked as per Quality and Compliance standards and maintaining historical records of test materials as per the global records retention policies
Roles & Responsibilities:
• Reviewed and tracked progress made with respect to the transition plan, completed toll gate reviews with the transition team and client on a daily basis to steer the projects to successful sign-off
• Monitored the KT readiness of the team and proposed an ideal training schedule to cover any
knowledge gaps existing in the team. Got the team certified by the client SMEs after the KT phase is
done.
• Monitor workflow allocation, upskilled and cross-skilled the team on various processes to ensure the production
capacity is effectively utilized
• Implemented adequate reporting mechanisms so as to continuously keep track of SLA adherence in terms of agreed upon TAT and quality KPIs
• As part of the quality compliance process (ISO and CMMi), prepared SOPs, SIPOCs, UPPs, Flow Charts, Process
Maps, etc.
• Prepared and presented the monthly and quarterly project reports to the management highlighting the project
performance and identified areas of improvement
• Participated in the customer satisfaction survey (NPS) by apprising the team on the role of each team member in making an impact toward the score
• Ensured the team is compliant on internal systems like HR, Payroll, Info Sec, QMS, etc.
Roles & Responsibilities:
• Evaluate the available capacity against daily / monthly transaction volumes projected and received to maintain appropriate staffing limit including providing for 20% volume spikes
• Plan and assign volumes according to the available staffing to achieve effective utilization of staff
capacity
• Track progress and report daily/weekly/monthly SLA compliance in terms of TAT and Quality
• Acknowledge and review customer feedbacks and updating the CAPA register to ensure transactional
errors of the same nature are not repeated
• Identify process gaps between individuals working on different file types and/or processes and cross
train them on all the file types effectively to create a balanced and self-sustained team
• Understand, appraise, and acknowledge customer updates received and transfer the updates to the team via effective online and offline tools
• Inculcate the feedbacks and updates received into the training portals to assess the understanding of the team by having refresher sessions and conducting tests
• Conduct periodic business reviews with the client to explain the as-is process status by apprising
them about the key process metrices and work toward additional customer inputs and requirements
• Conduct regular 1x1s and skip level meetings to understand the individual expectations and take
measures to keep the attrition rate under the target 3%
I joined the company in Quality Control team and moved up to Deputy Manager level. I have given the summary of the roles & responsibilities that I held:
• Ensuring the earnings of transcriptionists and QCs are at 10 K and 23 K per month respectively while keeping the TAT utilization at the HT end minimal
• Driving the transcription as well as the workflow coordination team to meet the OTT percentage
target of 70% by identifying workable combinations to this end and validating performance regularly
• Establish goals and follow-up performance of the company's strategic transcription partners
(vendors) in Philippines to boost the production capacity of the location
• Plan and assign volumes according to the available staffing to achieve effective utilization of staff
capacity
• Ramping up the team strength and maintaining adequate production capacity to enable the system to handle 900, 000 lines in the Speech Recognition platform thereby increasing the OTT percentage considerably
• Track and maintain SLAs within the TAT agreed upon for different clinics and different worktypes
• Prepare and present reports, metrices, and dashboards as and when necessary on accounts, transcriptionists, OTT and SR etc.
• Groom second in-line supervisors to smooth transition and manage challenges on unexpected situations by providing guidance and motivation to the team of supervisors and WFM team members
• Collect individual shift MIS data from the floor supervisors and collate them to understand the efficiency of each shift separately and analyze the improvement areas
• Preparing shift rosters for the WFM and supervisory team and vetting the rosters for the transcription and QA team ensuring adequate coverage for all accounts and worktypes are available throughout the week
• Coordinate various team building exercises to maintain the team morale at the highest
Roles and Responsibilities:
- Editing and proofreading transcribed documents based on the account specific formatting and transcription guidelines
- Use appropriate electronic online and offline reference tools to research and make the document 100% accurate
- Monitoring the work of new transcriptionists by handholding them initially until the quality cut-off is reached
- Provide guidance to the shift and production supervisors on work allocation pattern for the transcription and quality control team
- Training the team to specialize in processing jobs from multiple clients in order to make the team versatile which would help in production planning
Roles & Responsibilities:
• Editing and proof-reading involving reading and listening to the corresponding dictation, verifying patient demographics, making changes to grammar, punctuation, format, ensuring consistency and clarity of meaning, adhering to the prescribed quality standards
• Using appropriate electronic references and other resources for research in order to make the document 100% accurate and provide detailed and clear feedback on each individual file edited or proofread
• Conducting refresher sessions and meetings for MTs and updating them about the customer updates and providing individual performance-based feedbacks
• Mentoring the new transcriptionists and quality team members by apprising them on the account specifics, intricacies of the work types and the necessary productivity and quality targets
MBA in Technology Management
First Class Bachelor of Corporate Secretaryship degree from Bharathiyar University, Tamil Nadu, India