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

Senior Quality Assurance Manager