Quality Manager - Green/Blackbelt - BPO/IT Sector

Quality Manager (Green or Black belt)

REQUIRED EXPERIENCE/SKILL SET :

- Experienced professional with a total of 8 to 10 years of experience, of which at least 4 years should be in quality roles in BPO/ IT sector.

- Should be certified with Green belt and have knowledge in lean concepts.

- Good command over Quality concepts (like 7 QC tools, Pareto chart, Control chart, Fishbone diagram, Correlation, MIS Dashboards etc.,).

- Ability to analyze data, create and review processes. Ability to conduct RCA and CAPA.

- Should have hands-on experience in team handling at least 10 members of team.

- Excellent communication skills, Good Inter-personnel skills and Stakeholder management.

- Knowledge of data analysis and statistical methods

- Should be Good in Excel, Word and PPT.

- Training skills is an added advantage.

- Good Presentation skills (presenting to Client and Internal stakeholders).

KEY RESPONSIBILITIES :

- Manage quality for existing projects and process, Design and establish quality metrics and processes, Ensure compliance to standard, Reporting, Continual Improvement.

- Set-up, manage and be responsible of achievement of Quality SLAs across all live projects.

- Implement FMEA in projects including training, demonstration & documentation and handover to Operations.

- Define and mitigate quality risks.

- Guide Team leaders/Managers and team members on Quality related process and practices.

- Collect and analyze data to detect factors leading to variances in Quality standards, viz., deficient controls, duplicated effort, errors, omissions, non-compliance with defined procedures and management policies or any other variable.

- Conduct focused root cause analysis (process and product) with the Operations team(s) to assess reasons for deviation in quality.

- Provide findings and suggest remedial action to Operations for addressing quality issues.

- Escalate concerns/ significant dips in quality standards to the Division Head and senior management for resolution.

- Act on customer feedback, investigate and resolve quality concerns escalated by the customer.

- Develop quality improvement project plan for each project (define problem, actions and initiatives) by coordinating with the Operations.

- Consult Operations, define and implement reliable review mechanisms to measure quality on an ongoing basis.

- Apply statistical methods and perform mathematical calculations to evaluate performance on quality metrics at an individual and project level.

- Promote process improvement through identifying and addressing the recurrent quality assurance issues at an individual and team level, promote sharing of best practice among project teams.

- Coordinate with all the project quality team for ensuring smooth and timely audits.

- Prepare metrics and quality reports for management review.

- Escalate quality issues and achievements to Head of Quality / Operations.

- Conduct Process Audits in projects including training, demonstration & documentation and handover to Project Quality.

- Implement a Visual Control system that provides key metrics dashboard across the organizational hierarchy.