Quality Assurance Manager

Are your ready to make an impact? Join Infosys BPM Philippines as a Quality Manager for our Philippine Quality Team and jumpstart your career!

Key Responsibilities:

• Process Management - Ensure adherence to Quality framework for existing scope and deploy the framework for any new ramp ups. identify the internal pain areas in client processes and build robust controls around them·
• Process Control & Verification - Deploy and Monitor process verification methods (Transaction Monitoring). Establish control measures in the processes to achieve process stability and consistent delivery. Establish Quality measurement methods and ensure scores are improved.
• Client Management - Participate in engagement reviews with clients to provide quality specific performance reports. Analyze customer complaints, conduct root cause analysis take corrective actions.
• Process Institutionalization - Conduct engagement specific verification audits to identify gaps with respect to QMS. Raise and follow up on closure of CAR’s·
• Change Management - Address issues at engagement level while implementing the changes and ensure that changes are being sustained over a period of time·
• Process Excellence - Drive Top down and bottoms up ideation to identify improvement opportunities in the account to meet the productivity improvement targets. Analyze the opportunities by demonstrating strong process knowledge, understanding of client business scenario, understanding of constraints in implementation etc. Lead small / medium size projects, perform project management activities. Able to estimate the benefits of transformation projects and present it to Finance / clients for sign off·
• Metric Management - Monitor the SLA performance of the engagements. Conduct analysis to bring out insights. Drive Visualization initiative on the floors.
• Talent Management - Conduct Basic quality trainings to upskill quality and Ops resources. Provide appraisal feedback to direct report. Ensure employees are engaged and attrition is under control.
• Benchmarking and Best Practice Sharing - Deploy best practices from other engagements to achieve benchmark performance and share best practices followed in the engagement at DC / Vertical level.
• Risk Management - Identify engagement and process level risk by performing risk audits and discussions with process owners and Cons and drive de risking.

Key Requirements:

• Minimum of 6 years' experience/exposure in Quality with at least 8 years of overall experience in BPO or Shared Services set-up
• At least 3 years of people management background. (Supervisory/Managerial support)
• Effective communication skills. Can drive discussions with sea-level executives.
• Certified Six Sigma Green Belt/Lean certification and/or ISO (QMS – ISO 900) is required.
• Amenable to work in shifting schedule based in BGC, Taguig

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