Manager - Quality - Service Industry

Position Description:

The Position Holder is expected to lead a team of Quality Analysts, and audit different checkpoints in the entire customer life cycle. H/She will be responsible to highlight defects, areas of improvement on a regular basis. H/She will be responsible for meeting various stakeholders and identify and implement action plans basis the audit findings.

Job Description:

- Analyze current situation (As-is), identify improvement opportunities and recommend measures (To-be) to re-engineer processes

- Act as a Change Agent and work closely with Operations to optimize Customer Value in multiple client engagements

- Should liaison with the Process Heads / Client to Identify Opportunity Areas & Prepare and Implement Improvements

- Design and implement KPI measures, measurement systems and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement

- Ensuring Internal and External Quality metrics are being met

- Problem solving and developing innovative solution

- Assisting Special Projects and performing other duties as assigned

- Driving ROI / Value Added approach

- Manage the Quality Team and allocate responsibilities

- Conduct regular Audits and Checks on the team and Quality Assurance

- Maintain Schedule of the daily routine, Prepare MIS and other reports

Knowledge & Skills:

- Strong engagement, communication, presentation and inter-personal skills

- Should have good documentation skills - Word, Excel, Power Point & Visio

- Six Sigma Green Belt Trained/ Certified

Attitude & Behavior:

- Ability to work with big/emerging and established brands

- Goal oriented relentless hunter

- Ability to wear multiple hats- sales/service/retention

Experience:

- Minimum 2 year experience as AM/ TL Quality, and overall 5+ years in service industry.

- Percentage in 10th and 12th must be 70% and above.

Qualification: Graduate/MBA