Assistant Manager Quality - International process (Malad)

TP; Mumbai Suburban; On-site; INR 900,000 - 1,200,000; Full time

Job summary

TP is seeking a QA Manager to lead the quality program and drive process improvements across client projects in Mumbai Suburban.

The role focuses on staffing, SLA achievement, calibration, RCA, and cross-functional collaboration to deliver measurable quality improvements and reporting excellence.

Qualifications

• Graduate or equivalent
• Trained on BEST Quality Framework
• Certification in Quality Improvement (Six Sigma/LEAN/ISO) preferred
• Designation AM quality on papers into international domain advantageous
• Adept at QA Management planning
• Skilled in measurement system analysis
• Strong Excel and reporting skills
• Understanding of quality management systems
• Strong verbal and written communication
• Variance management, RCA and storyboarding capability

Responsibilities

• Manage quality program in line with BEST QA Framework requirements
• Prepare QA staffing and scheduling plan as per frequency defined
• Facilitate achievement of quality SLAs and sampling targets
• Conduct calibration sessions and publish reports
• Facilitate on-time quality reporting at group and program levels
• Conduct and publish RCA for not meeting metrics
• Manage client calibration and process change sessions
• Collaborate with operations on frontline intelligence for process improvements
• Resolve disputes arising from audit related issues
• Create weekly/monthly review presentations for internal and external teams
• Drive QA team motivation, development and engagement

Skills

QA management planning

Measurement system analysis

Excel skills

Verbal communication

Written communication

Variance management

Root cause analysis

Storyboarding

Education

Graduate

Training on BEST Quality Framework

Certification on Quality Improvement (Six Sigma/LEAN/ISO)

Job description

Role & responsibilities

FUNCTIONAL/ OPERATIONAL:

• Manage quality program in line with BEST QA Framework requirements
• Prepare QA staffing and scheduling plan as per frequency defined
• Facilitate achievement of quality SLAs and sampling targets
• Conduct calibration sessions as per schedule and publish reports
• Facilitate on-time Quality reporting at group and program levels
• Conduct & Publish RCA for not meeting Quality/CSAT/ FCR metrics
• Manage client calibration and process change sessions
• Work in tandem with operations on frontline intelligence gathering for process improvements
• Resolve disputes arising out of audit related issues
• Manage and track process average time to feedback and quality of feedback delivered
• Create weekly/ monthly review presentations for internal and external teams

TEAM RELATED:

• Certification management for Quality Analyst
• Prepare and track QA performance plans for team members
• Drive quality improvement from QA Team
• Manage QA team motivation, development, and engagement.

CLIENT SPECIFIC / ORIENTED:

• Communicate with client quality and operations team
• Present WBR & MBR in tandem with operations
• Deliver customer service improvement projects

Preferred candidate profile

• Graduate in any discipline
• Attended training on BEST Quality Framework
• Training or Certification on Quality Improvement approach (Six Sigma/LEAN/ISO) Preferred
• Designation AM quality on papers into international domain
• Adept at QA Management planning
• Capability in conducting measurement system analysis
• Good Excel Skills & Reporting skills
• Understanding of quality management system
• Good Verbal and Written Communication
• Variance Management, Root cause analysis and Storyboarding capability