Quality Manager

Company: Tech Mahindra
Location: Plano
Posted on: May 15, 2022

Job Description:

Role: Quality Manager (BPO and technical support/service desk experience) Location: Plano, TX Job Description Quality Manager reports into the Senior/Lead Manager Quality / Associate Quality Head. Required to co-ordinate and interact with Leadership from strategic & tactical perspective. Primarily responsible for setting Tactical, Strategic direction to Corporate Quality and Transaction Quality initiatives with reference to the Overall Site/ Business Locations aligned to. The applicant must have the ability to translate strategy into actions. High levels of ethics are expected from the applicant. Job Responsibilities: Drive Center Quality & Business Excellence initiatives Manage Quality teams supporting multiple programs within the site/ Business locations aligned to Drive implementation of Process improvements through Lean/Six Sigma, PDCA or any industry known practices Establish and maintain Quality Management system requirements for the Site/ Business locations aligned to Identify and develop end-to-end process transformation opportunities and strategic profit improvement initiatives Periodic reporting to management on improvements achieved/ opportunities identified Mentor staff on quality related projects as a part of their career development plans Replicate best practices from other locations/processes to improve process performance Design training programs, train staff on Operational Excellence Tools & promote culture of Kaizen Support & guide staff on quality related projects as a part of their career development plans Drive Tech Mahindra QMS implementation activities, establish and implement Site level internal quality audit program Facilitate performance reviews in engagements and support functions Administer client satisfaction surveys through respective Process Owners Help Process Owners define and implement improvement actions against all program / process level performance metrics (SLA/ KPI) Ensure Delivery Plan(s) are prepared, reviewed and maintained Provide Process Consultancy & Monitor Process Compliance Conduct QMS Audits and ensure on-time closure of NCs Regular status reporting for reviews Handle Customer Visits, Presentations and Monthly / Quarterly Reviews with the client. Work with Cross Functional Teams (Sales / Competencies) on Business Growth by supporting on RFP/RFI responses on new business development. Support Sales team on proactive pitches on quality solutions/competency Willing and flexible for shifts Manage variety of processes across Telecom/BFSI/Healthcare/Manufacturing domains and lead a large team of Quality professionals across the Site/ Business locations aligned to Experience Graduation (any discipline) with 8-10 years of experience of working in an International/Domestic BPO/KPO Experience in implementing quality models such as COPC, ISO, EFQM or any industry level practice Experience in managing multi-location & multi-program operations Preferred Six Sigma Certified Preferred ITIL Certified Skills Required: Exposure to Total Quality Management and any of the Business Excellence Models Solid Project Management skills Experience on Automation/Robotic Process Automation is preferable Experience on Analytics, Artificial Intelligence and IOT (Internet of things) is preferable Ability to multi-task & handle tasks with competing priorities effectively Strong skills in data analysis using statistical tools and methods Coaching and mentoring skills of QMS/ Six Sigma /Lean Ability to interact with and influence people at all levels and large cross-functional teams Leadership Skills Should be open to work 24/7 Role Performance Measures QNI/ Financial savings (Cost avoidance / Penalty reduction) Program/ Process Level SLA/KPI Performance (Qualitative Metrics) Internal/ External Client satisfaction ratings Employee engagement & development initiatives QMG Scorecard as defined

Keywords: Tech Mahindra, Plano , Quality Manager, Executive , Plano, Texas