AM - Quality - /Telecome Process

Tata Business Support Services; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Tata Business Support Services seeks a QA/Process Improvement professional to monitor and drive process improvements within domestic telecom operations. The role involves updating process documents, generating timely reports, and ensuring adherence to quality SLAs.

You will mentor QA teams, handle a large group of QA/QTLs, and collaborate with cross-functional teams to optimize performance. The ideal candidate has experience in telecom processes, proficiency with quality tools, and a track

Qualifications

• Experience in Domestic Telecom background.
• Review and update process documents, templates and records.
• Generate, maintain and publish reports accurately and timely.
• Ensure adherence to quality SLAs.
• Review calibration results and reduce variation.
• Improve associates' performance.
• Work with cross-functional teams to meet customer needs.
• Conduct team reviews and present reports to the Operations Manager.
• Mentor and coach QAs on quality tools and feedback approaches.
• Responsible for the quality induction process.
• Identify training needs and mentor quality team members.
• Team handling of 30-40 QA/QTLs/Trainers.
• Identify and execute process improvement projects.

Responsibilities

• Monitor process improvement activities and ensure adherence to quality standards.
• Coordinate with cross-functional teams to meet internal and external customer needs.
• Mentor QA staff on quality tools and feedback methods.
• Conduct regular team reviews and report findings to the Operations Manager.

Skills

Process improvement

Quality coaching

Team handling

Cross-functional collaboration

Performance enhancement

Tools

Quality tools

Job description

• Monitors the Process Improvement Activities
• Should have experience working in Domestic Telecom Background.
• Review and update Process Documents, templates and records
• Generate, maintain and publish reports in an Accurate and Timely Manner
• Ensure Adherence To Quality SLA's
• Review Calibration Results And Ensure Reduction Of Variation
• Ensure that there is an improvement in the associates performance
• Works with Cross-Functional Teams to ensure that both internal and external customer needs are met
• Conducts team reviews, prepares and presents reports of the process to the Operations Manager
• Mentor and coach QAs on Quality Tools, Feedback Approach.
• Responsible for the Quality Induction Process
• Training Need Identification of the Process and Mentoring Quality Team members
• Team Handling of 30-40 QA/QTLs/Trainers/.
• Should be able to identify & excute Process Improvement Project