Full Time Opportunity With Infosys_Senior Manager - Quality | Taguig - (PH)

Are you ready to make an impact? Join Infosys BPM as a Sr Quality Manager 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

ueploy 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:

·        Bachelor's degree graduate, any field.

·        Professional experience in Leadership in Quality Dept in a shared service or BPO environment.

·        Excellent interpersonal, communication and analytical skills.

·        Six Sigma, Lean certification and/or ISO is required.

·        Ability to multi-task in a fast pace environment and must be willing to work on shifting schedules.

Why Infosys:

·        Quarterly performance bonus.

·        Outstanding career development opportunities and fast track career progression.

·        Enjoy a fair work-life balance.

·        HMO and Life Insurance for employee and 2 dependents for free.

·        24 Leaves annually.

·        Inside the Central Business District area.

·        Use of Gym, pantry, karaoke room, sleeping quarters and other recreational facilities.