Senior Quality Assurance Manager

Roles & Responsibilities:

• Lead multiple engagements and be responsible for resolving complex business problems
• Design/Deploy Service Quality framework that provides insights into the business conditions for enhancing process efficiency, improve quality and aide predictability of Operations Health
• Ability to understand, define & monitor the business indicators (Lagging & Leading Indicators)
• Sound understanding of Early Warning system(s) and be able to design as per business need
• Expertise in performing Risk & Controls assessment/FMEA and create/propose a robust controls framework
• Create Process Health Dashboards & reports, perform ad-hoc analysis, and implement action plans
• Drive ongoing/ identified service assurance initiatives, continuous process improvement program
• Accountable for data accuracy, timeliness and overall quality of the overall work product

QUALIFICATIONS Degrees, Certifications, Experience:

• Excellent knowledge about service quality both in Operations and support functions. Preferred domains: BFSI, F&A, OTC, CX
• MBB Trained/BB certified
• MBA or PG degree preferably in Business Administration/Engineering
• Minimum 7-10 years of experience in service quality, project mgt., quality management system for service industry

SKILLS:

• Expertise in designing service quality framework
• Hands on experience in solving complex problems through six sigma approach
• Sound understanding of business transformation concepts and frameworks
• Sound understanding of business metrics & how support impacts those
• In-depth understanding of Quality management system, Operations and Support functions
• Proficiency in process improvement initiatives
• Customer centricity and effective program management skills
• Excellent analytical, data visualization, problem-solving and advisory ability
• Excellent in Advanced MS-Excel, PowerPoint, Minitab, MS-Visio usage. Preferred: SAP, Tableau knowledge