Assistant Manager - Process Quality - Service Delivery Excellence

Role & Responsibilities :

- Planning, scheduling and conduct Process conformance checks (provide support to certification / surveillance ISO 9001:2008 audits)

- Work with account to ensure audit readiness

- Monitor adherence to SLA and KPI

- Analyze trends and highlight any risk to meeting the SLA

- Process implementation, process compliance and account/project delivery dashboards

- Prepare presentations using MS PowerPoint for reporting requirements

- Prepare QA dashboards based on conformance checks conducted

- Assist in setting up QA methodology, Setup framework for delivery data capture, measurement, analysis and reporting

- Govern the Quality methodology and framework

- Support Process definition, deployment and support activities

- Monitor and ensure adherence to ISO standards, contractual requirements and client specified controls

- Facilitate different meetings like vertical reviews, dashboard walkthrough and deep dive of errors / complaints.

- Monitor and report progress on improvements stated in Quality plan

- Conduct trainings on BPO QMS

- Work with teams at multiple levels of the organization across towers & functions. S/he would also be interacting with stakeholders directly, both domestic & international. The incumbent will be able to enhance his skill, knowledge and capability through cross-functional learning and exposure through both functional and management interactions.

- Process implementation, process compliance and account/project delivery dashboards

- Provide expert advice to process improvement teams regarding team dynamics, change management, process re-design strategies, performance improvement toolsets, and technical expertise, such as statistical process control and flow and data analysis.