Quality Operations Manager - IT

Opening of Quality Operations Manager in Adobe India - Noida. Adobe India offers a brilliant work environment that thrives on innovation, a great corporate culture, core values and some of the brightest coworkers anywhere. Adobe has approximately 1700 employees in India and has facilities in Bangalore and Noida.

Designation :- Quality Operations Manager

Job Description:-

- Manage existing QA analysts while building out the team.

- Drive Quality methodologies and best practices across the organization by staying current on whats happening in the QA vertical outside of Adobe.

- Design training and sensitizing programmes to enable service personnel to internalise key service deliverables.

- Design and document standard practices to be carried out for Data Protection, Information Security and Business Process Re-engineering.

- Implement customized Quality Management System practices by utilizing innovative tools (technology, process, forms, etc.) to develop, implement and continuously improve an efficient and effective QA program.

- Align employee actions with customer priorities by leading Voice of the Customer trend analysis coupled with frequent transaction monitoring.

- Develop measurement systems and processes for analyzing and reporting on actionable insights and trends.

- Represent key customer and agents issues to product and support teams.

Desired Profile:-

- Graduate/MBA with 7-10 years of total experience with 3-4 years of managerial experience.

- Certified Six Sigma Black Belt / Lean Six Sigma Black Belt with proven application in a large setup

- Strong knowledge of customer care processes and techniques.

- Tenured experience working in a Contact Center (call center) environment is an asset

- Preferred to have Excellent Knowledge of ISO 9000, ISO 27000 & PCI-DSS compliance

- Good knowledge of KAIZEN & suggestion schemes

- Advanced knowledge of computer applications; Microsoft Word, Excel, and PowerPoint

- Familiarity with QA related tools (Call recording equipment, CCC database systems, resource tools, QA monitoring forms, etc.)

- Excellent communication/project management skills; written, verbal and interpersonal

- Strong leadership skills; with demonstrated ability to influence and motivate employees to produce quality results. Creativity, initiative, and the passion to lead change is a must!

- Strong analytical ability to transform data into actionable plans.

- Ability to provide feedback and demonstrate a variety of coaching methods.

- Business excellence acumen; should include thorough knowledge and experience in process orientation, policy deployment and other macro approaches.

Contact:-
Acquisition Online