Manager - Quality

Job Description
Service Delivery Quality team at Infosys BPM is the key Business Accelerator Function providing Quality Control, Assurance, and Improvement support for our client engagements. This dynamic team plays a crucial role in ensuring noise-free and transformational delivery for our global client processes by providing extensive support early in the life cycle of engagement, ensuring Metric health, enhancing engagement maturity, and driving focus on Problem Solving skills, Continuous improvement projects and Business Value benefits for our clients.
Quality Team at Infosys BPM is playing a pivotal role working with our global customers to reimagine Business Process Management and Digital operations of the future
We are looking for dynamic and self-motivated Quality managers to augment and be an integral part of this exciting and transformational journey at Infosys IBPM.
Roles & Responsibilities

Graduate with at least 7 years of overall BPM experience and 5+ years of relevant BPM Quality management experience in Customer Service and Service Desk Operations

Proven Service desk (Voice/chat/email) experience in managing overall effectiveness of IT helpdesk through ticket audits and other Quality Interventions. Added advantage if certified on ITIL methodology

Experience in leveraging various Industry leading ITSM platforms such as Service Now, CISM and proven expertise in replicating key best practices and reporting from these platforms

Experience in leveraging industry leading Quality audit platforms such as Verint, NICE or similar tools to drive enhanced user experience and efficiency of the Quality Team

Experience in managing transition accounts and driving early-stage interventions to ensure Right first-time implementation of quality processes

Diagnosis and implementation of improvement opportunities to solve chronic business challenges focusing on process effectiveness and efficiency. Added advantage if certified as Six Sigma Green/Black Belt

Ability to enhance key Customer and User Experience metrics such as NPS/CSAT by driving focused initiatives by partnering with delivery and client teams

Ability to analyze complex data and share key process and business inferences/insights with the leadership team, including proactive operational risks and challenges.

Experience in modernization and digitization initiatives to enhance adoption of digital tools in the Service Desk space

Ability to project manage complex change initiatives by partnering with clients and drive design enhancements

Collaborate with Work Force Management (WFM) team to drive optimization initiatives including support in effort estimation, planning etc.

Work closely with the Training Team to drive key Knowledge Management initiatives and close loop implementation of training need analysis

Strong communication skills and ability to represent Infosys BPM Quality as part of Senior Leadership reviews and potential client visits

Ability to lead large Quality teams and constantly collaborate with external/internal and Global Quality teams to for successful execution of deliverables
Educational Requirement
Graduate
Preferred Skills
Quality->Quality Operations
Service Line
Quality