Manager Quality

Clarity Consulting
  • Bangalore
  • 10-15 lakh
  • 8-12 years
  • 29 Jul 2015

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Job responsibilities will be

# Quality Planning : Review progress of Quality Management Plan deployment for the scope of engagement(s) in purview and provide inputs for enhancing scope of focus.

# Process Management : Provide implementation support for process improvement, and act as a point of contact for issue resolution, Deploy improvement plan defined in the engagement(s), Drive risk mitigation process improvement at engagement(s) level, act as point of escalation for all quality related issues in order to ensure process risks are continually mitigated and improved.

# Process Institutionalization :Conduct verification audits to identify gaps in compliance to QMS and follow up on closure of corrective action reports in order to ensure compliance and process implementation.

# Process Control & Verification : Deploy process verification methods and establish control measures in the process for stability and consistent deliverables, Ensure the quality scores are measured, monitored and improved, Identify and check Key controls for all process in QMS related to engagement.

# Transformation & Implementation : Lead / participate in improvement projects, Collect and analyze data and provide insights on improvement opportunities in order to identify root causes and appropriate solutions to eliminate them.

# Change Management : Address issues at the engagement level while implementing the changes
Conduct audits in order to ensure that the changes are being sustained.

# Risk Management : Identify DC level, process level and engagement level risk by performing risk audit and discussion with process owners and client operation heads.

# Branding : Sharing success stories within and outside engagement (rest of organization) and enable better adoption of those practices.

# Benchmarking : Prepare best practice sharing decks, share best practices followed in the engagement at vertical and Org level. Participate in best practices implementation initiative in order to enable the engagement to continuously improve performance.

# Process Improvement : Support process owners to drive improvement plan for CSAT at Org level, Analyze, provide feedback and drive corrective / preventive actions to ensure that escalations and complaints from clients and end users are minimized.

# Talent Management : Provide appraisal feedback to direct reportees in order to ensure that employees are engaged and attrition is under control.

# Client Management : Participate in engagement reviews with the client, Provide quality related performance reports, Take corrective action on quality related complaints and escalations, Interact with client and obtain sign offs on quality deployment approach to ensure stability of process.

Must have 6+ years of experience in quality
Must be a certified Six sigma Black Belt.
Must have client management exp.

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Clarity Consulting