• Senior / Manager - Quality Assurance Jobs in Bangalore,India

  • Telligent Support
  • Save Job
  • 15 - 18 Years
  • Posted : 28 days ago

Job Description:

Senior/Manager - Quality Assurance Experience 12 Years - 15 Years Reporting to Chief Operating Officer (COO)


The Head for service quality assurance will lead a team of quality analysts and auditors across the organization


Responsible for implementing industry best practices
Identify and implement Service Quality best practices and ensure standardization across the projects to drive re-usable processes and measurable outcomes
Ensure calibration of Service Quality and leverage data-driven analysis for process improvements
Collaborate with operations to assure delivery of superior quality services to customers consistently
Optimize the cost of quality by driving process automation through systematic process improvements and deploy fail-proof techniques by leveraging process automation and Implement new quality processes and systems and initiatives in line with the latest technology
Periodic assessment and analysis of project risks and risk mitigation strategies, update quality requirement checklists and to raise Early Warning Signals
Represent quality team in customer review meetings to present descriptive/ predictive analytics using operational metrics and highlight the process improvements with derived benefits
Joint representation with new transition engagements to ensure service quality readiness before project go-live
Mentor, guide and manage the quality assurance team
Engage with Service Quality team members and align the team towards organizational goals
Responsible for development of the skills of the service quality team through constant training and skill development workshops
Develop and maintain strong relationships with internal and external stakeholders to ensure optimal performance

Knowledge and Skills

Ability to collaborate with strategic and execution realms, with minimal supervision
Six Sigma Black Belt certifications preferred
Ability to handle global or multi-location teams and customer projects
Strong analytical and problem-solving skills with sound business judgement
Possess excellent leadership, analytical, project management, and people management skills
Excellent presentation skills, including strong oral and writing capabilities; ability to clearly communicate compelling messages to senior leadership team and external business partners
Excellent interpersonal skills to strong stakeholder management skills even during ambiguous and uncertain situations

Experience and Qualification

12 - 15 years of experience in managing transactional quality in BPO for multiple customers; with 5 years in managing service assurance teams
International BPO experience highly desirable

We hire smart and inTelligent people who can dive deep so were more interested in the areas that you do know instead of those you havent been exposed to yet

Telligent Support has been pioneers in gaming and consumer electronics industry with vast experience in providing business process outsourcing solutions and services to global customers We ensure we take care of our employees and are treated with the highest standards as we believe Happy Employees Equals Happy Customers Please visit us at wwwtelligentin for further details

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : CRM/CallCentres/BPO/ITES/Med.Trans
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 20th Feb 2020

Key Skills:

Company Profile:

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