Are you ready to make an impact Join Infosys BPM as a Senior Quality Assurance Manager and jumpstart your career!
Key Responsibilities:
- Metric Management
- Monitor the SLA performance of the engagements. Conduct analysis to bring out insights. Drive Visualization initiative on the floors
- Talent management
- Conduct Basic quality trainings to upskill quality and Ops resources. Provide appraisal feedback to direct report. Ensure employees are engaged and attrition is under control
- Benchmarking and Best Practice Sharing
- Deploy best practices from other engagements to achieve benchmark performance and share best practices followed in the engagement at DC / Vertical level.
- Risk Management
- Identify engagement and process level risk by performing risk audits and discussions with process owners and Cons and drive de risking.
- Client Management
- Participate in engagement reviews with clients to provide quality specific performance reports. Analyze customer complaints, conduct root cause analysis take corrective actions.
- Process Institutionalization
- Conduct engagement specific verification audits to identify gaps with respect to QMS. Raise and follow up on closure of CAR's.
- Change Management
- Address issues at engagement level while implementing the changes and ensure that changes are being sustained over a period.
- Process Excellence
- Drive Top down and bottoms up ideation to identify improvement opportunities in the account to meet the productivity improvement targets. Analyze the opportunities by demonstrating strong process knowledge, understanding of client business scenario, understanding of constraints in implementation etc. Lead small / medium size projects, perform project management activities. Able to estimate the benefits of transformation projects and present it to Finance / clients for sign off.
- Allocating external and internal data for quality.
- Tasks to support Quality for Process improvement.
- Assign for performance review and process management to ensure that results are taken place.
- Participate in client calls to represent the Quality Team.
Key Requirements:
- Bachelor's degree graduate, any field.
- Service Desk/F&A experience - As Quality Leader.
- At least 4 years experience in managing Quality team; Overall 10 years of BPO Experience.
- Strong understanding of Quality Tools and ability to effectively utilize appropriate tools.
- Strong Root Cause Analysis skill.
- Good understanding/practice of LEAN or Six Sigma methodologies.
- Strong communication and client presentation skills.
- Demonstrates knowledge of industry practices of quality models.
- standards and assessment frameworks (like MBNQA, ISO, eSCM, COPC ).
Why Infosys BPM Philippines:
- Quarterly Performance Bonus
- 24 Leaves annually
- Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire
- Outstanding career development opportunities and fast track career progression
- Enjoy a fair work-life balance.
- Learning and Development Trainings
- We value Inclusion and Diversity
- Great place to work certified.
