About the job: Be overall responsible for deploying and maintaining BPO QMS and ensure conformance to both ISO 9001:2015 and ISO 20000-1 ITSM and company's QMS & SMS requirements. Own end to end audit planning and execution effort for internal/external for all BPO programs & locations, accountable for entity certification. Incumbent will also be involved in service assurance initiatives, maintain a high and consistent level of support service quality across various projects within the firm to attain business outcomes & provide zero surprises to Operations. Required to work both as an individual contributor / collaborator with teams. Location: Chennai & available to travel and work in flexible shifts as needed Expectations: - Ensure QMS documentation, updation and implementation across BPO inline with ISO 9001:2015, ISO 20000-1, company's QMS & SMS requirements - End to end audit planning, leading & executing the internal/external audits for all BPO programs & locations for both ISO 9001:2015, ISO 20000-1 ITSM standards - Identify and document non-conformities and improvement opportunities - Prepare audit report & review with stakeholders - - Monitor & maintain corrective actions and be responsible for timely gap fulfilment - Analyze the audit results and recommend process improvements /best practices - Liaison with External Certification body, internal audit team, top management of aligned programs/ functions status - Design, deploy/ uplift the existing Service Quality framework for providing insights into the business conditions for enhancing process efficiency, improve quality and aide predictability of Operations Health - Understand, define & monitor the business indicators (Lagging & Leading Indicators) and create early Warning system - Perform risk & controls assessment/FMEA and create propose a robust controls framework - Create Process Health Dashboards & reports, perform ad-hoc analysis, and implement action plans - - Drive ongoing/ identified service assurance initiatives, continuous process improvement program - - Accountable for overall data accuracy, timeliness and overall quality of the overall work product . Mandatory Skill set: - Extensive understanding of Quality management system and Operations and Support functions working for both ISO 9001:2015, ISO 20000-1 - Extensively audited Operations & support functions [HR, Recruitment, Administration, Procurement, Transport, Information security, Physical security, IT service management etc.] in service industry - - Hands-on experience in designing service quality assurance framework and process improvement initiatives - Performed extensively Risk and controls assessment /FMEA - Sound understanding of business metrics & how support impacts those 2 - Excellent analytical, data visualization, problem-solving and advisory ability - Excellent in Advanced MS-Excel, PowerPoint, Minitab, MS-Visio usage. Preference: SAP, Tableau knowledge - Excellent project management ability. - Mandatory Qualification and Certifications: - MBA or PG degree preferably in Business Administration/Engineering - Minimum 5 - 10 years of experience in auditing quality mgt. system for service industry across India and geographies. [Knowledge about Risk mgt. & controls/ information security knowledge will be an advantage] - Excellent knowledge about service quality- both in Operations and support functions - Proven record of project managing auditing efforts - BB certified/Trained & tested or GB certified - International Standard Certification: Lead Auditor for ISO 9001: 2015 and ISO 20000-1 ITSM with deployment experience in both the standards. Preferred: IATF 16949 certified, COPC knowledge

Chennai

HCL Technologies - Lead Auditor  - BPO QMS 

HCL Technologies - Lead Auditor  - BPO QMS  ,Job Description for HCL Technologies - Lead Auditor  - BPO QMS  in HCL Technologies in  Chennai for (5-10) years of experience. Apply Now!

Job Description for HCL Technologies - Lead Auditor  - BPO QMS  in HCL Technologies in  Chennai for (5-10) years of experience. Apply Now!