• Quality Manager Jobs in Bangalore,India - 25266652

  • HP ENTERPRISE SERVICES
  • Save Job
  • 5 - 8 Years
  • Posted : above 1 month

Job Description:

At Hewlett Packard Enterprise, we bring together the brightest minds to create breakthrough technology solutions that advance the way people live and work What sets us apart Our people and our relentless dedication to helping our customers make their mark on the world

We are a team of doers, dreamers and visionaries; inspired by our purpose and driven by our strategy We live by our three values partner, innovate and act

Our legacy inspires us as we forge ahead, always pushing to discover whats next Every day is a new opportunity to advance and grow ourselves, our company and the industry Some people call it an obsession, we call it a way of life



At Hewlett Packard Enterprise (HPE), we live by three core values that drive our business Partner, Innovate and Act These values combine to help us create important work all over the world to advance how people live and work Through our new innovative IT services organization HPE PointNext We have the expertise to advise, integrate, and accelerate our customers outcomes from their digital transformation

The Customer Solution Centres are made up of teams that provide remote (offsite) service towards different geographical customer locations this role is focused on the Northern European Geo containing the BeNeLux and Nordic (Scandinavian) countries, where customers are being mainly served by two of the strategic hubs being Dublin and Bangalore The Dublin HUB is a Nearshore Operation of more than 100 people focused on a large variety of activities spanning from Technical Break-Fix Support, Reactive & Proactive Support for HPE solutions and products, Customer Engagement Management, Technical Accounts Delivery Management as well supporting the development of new technical service capabilities

Job Scope & Mission

As CSC Europe North Quality, Process and Change Manager you fulfil a critical geographical function, working alongside the Europe North GEO leader with the primary responsibility, accountability and ownership for supporting and implementing all continuous improvement initiatives, spanning customer satisfaction, process and change management You will support in driving customer experience, redefining culture within the existing hubs, streamlining processes to remove waste This role also acts as a pivotal point of contact with 6 country managers and GFD organisation (Onsite, SC, ASM, SLM, Sales) for all CSAT, process and change initiatives

The CSC Europe North Quality, Process and Change Manager will be part of the Customer Solution Center Operations and you will support drive required transformations allowing to achieve a differentiated Client Experience with targeted Efficiency Gain through a robust Customer Satisfaction, Process and Quality Management across the Dublin and Bangalore hubs

Main Tasks & Responsibilities

Responsible for leading all Europe North CSAT, process and change management deliverables
Accountable for driving quality delivery best practices across Dublin and Bangalore
Supporting and implementing quality programs across Europe North
Partnering with Global Field Delivery Leaders to understand country specific CSAT challenges
Represent CSC in monthly business reviews
Responsible for all process and change implementation across the Dublin hub
Owner of all CSAT communication and analysis
Responsible and accountable for all case and call quality standards, adherence and improvement
Support delivery of ISO and BSI Audits
Task management responsibility of Process and Change
Owner of process understanding, communication and approval

Education & Qualification

Bachelors (undergraduate) degree in Engineering, Operations Management, Business or related discipline and/or experience within service & quality management
Proven expertise in managing change and process initiatives
Understanding of customer satisfaction survey methods
5 years experience with service and support operations management
Being able to manage change and support on building foundations for high performance team culture
Broad knowledge of customer support industry and future trends
Excellent communication and influencing skills ability to target communication to different levels, ability to influence different stakeholder communities across functions
Strong focus on operations based upon a highly developed business acumen
Ability to work with a minimum of direct supervision or guidance from others
Ability to work enthusiastically, with high energy and self-motivation to deliver on commitments, drive decisions and achieve results High-Level of resilience Proactive; with a Can-Do Attitude
Interpersonal & cultural sensitivity and responsiveness to customers/internal stakeholders
Ability to articulate, communicate and influence both HPE internal partners as well as external parties

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 30th May 2020

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