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