Quality Assurance Manager
Experience: 8+ yrs Location: Mohali

Technical and Soft Skill sets required:

  • Lead a team of Quality Analysts & Managers. (AM/DM)
  • Design QA framework operational governance structure
  • Develop QA plan along with sample size, QA checklist etc. as per business requirements
  • Periodic review of operational risks and mitigating control plan (FMEAs, Risk Registers)
  • Own business / operational metrics for operations shop, be gatekeeper of metrics.
  • Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen].
  • Drive quality related activities, Calls / Back Office Calibrations with clients & internal team, FMEA, Risk & Compliance practices.
  • Drive continuous improvement projects to improve process performance and / or generate QNS.
  • Facilitate sharing of best practices from within and outside the organization and implement them.
  • Driving VOC / CSAT / NPS actionable across the team and maintain/improve the scores.
  • Take charge of internal meetings/client meetings/customer reviews/stakeholder meetings.
  • Create and manage performance dashboards which depict business and ops metrics clearly.
  • Can conceptualize and implement Statistical Process Control (SPC) principles in the process.
  • Open to stretch if needed to meet team and organizational goals.

Requirements:

Good Communication / Presentation Skills. Green Belt Trained & Tested or Green Belt Certified Preferred. Transformation Quality setup. - (Voice / Blend - Processes Background) Mandator

Qualification requirements:

  • Any Graduate / PG.
  • Minimum 8 years of experience in Transactional

Life@Cogneesol

Apply for a job here

We always welcome skilled, talented, and experienced professionals. Please fill the form below; we will surely consider your profile.
Upload Your Resume Here
contact us