Manager - Quality

Infosys BPM; Pune District; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Infosys BPM invites a dynamic Quality leader to strengthen its Service Delivery Quality team. You will guide quality management across customer service and service desk operations, driving key metrics and early interventions.

This role focuses on audits, process improvements, and data-driven insights to enhance customer experience and delivery maturity. The ideal candidate will have 7+ years in BPM quality, ITIL experience, and hands-on use of ServiceNow, Verint, or NICE platforms.

Qualifications

• Graduate with extensive BPM Quality management experience (7+ years) in Customer Service/Service Desk.
• Experience in IT helpdesk quality interventions, ticket audits, and ITIL certification is a plus.
• Proficiency with ITSM/QA platforms (ServiceNow, Verint, NICE) and reporting is essential.
• Experience with quality audits and improving user experience with data-driven insights.
• Six Sigma Green/Black Belt is advantageous.
• Ability to drive improvements and manage large quality teams.

Responsibilities

• Oversee quality management across BPM customer service and service desk ops.
• Lead initiatives to improve NPS/CSAT and performance metrics.
• Collaborate with WFM, Training, and client teams for process enhancements.
• Conduct audits and implement right-first-time quality processes.
• Represent Infosys BPM Quality in senior leadership reviews and client visits.
• Drive digitization and adoption of digital tools in service delivery.

Skills

Leadership

Communication

Problem solving

Data analysis

Quality management

Change management

Customer focus

NPS/CSAT improvement

Education

Bachelor's degree

Tools

ServiceNow

Verint

NICE

Job description

Job Description

Service Delivery Quality team at Infosys BPM is the key Business Accelerator Function providing Quality Control, Assurance, and Improvement support for our client engagements. This dynamic team plays a crucial role in ensuring noise-free and transformational delivery for our global client processes by providing extensive support early in the life cycle of engagement, ensuring Metric health, enhancing engagement maturity, and driving focus on Problem Solving skills, Continuous improvement projects and Business Value benefits for our clients.

Quality Team at Infosys BPM is playing a pivotal role working with our global customers to reimagine Business Process Management and Digital operations of the future

We are looking for dynamic and self-motivated Quality managers to augment and be an integral part of this exciting and transformational journey at Infosys IBPM.

Roles & Responsibilities

• Graduate with at least 7 years of overall BPM experience and 5+ years of relevant BPM Quality management experience in Customer Service and Service Desk Operations
• Proven Service desk (Voice/chat/email) experience in managing overall effectiveness of IT helpdesk through ticket audits and other Quality Interventions. Added advantage if certified on ITIL methodology
• Experience in leveraging various Industry leading ITSM platforms such as Service Now, CISM and proven expertise in replicating key best practices and reporting from these platforms
• Experience in leveraging industry leading Quality audit platforms such as Verint, NICE or similar tools to drive enhanced user experience and efficiency of the Quality Team
• Experience in managing transition accounts and driving early-stage interventions to ensure Right first-time implementation of quality processes
• Diagnosis and implementation of improvement opportunities to solve chronic business challenges focusing on process effectiveness and efficiency. Added advantage if certified as Six Sigma Green/Black Belt
• Ability to enhance key Customer and User Experience metrics such as NPS/CSAT by driving focused initiatives by partnering with delivery and client teams
• Ability to analyze complex data and share key process and business inferences/insights with the leadership team, including proactive operational risks and challenges.
• Experience in modernization and digitization initiatives to enhance adoption of digital tools in the Service Desk space
• Ability to project manage complex change initiatives by partnering with clients and drive design enhancements
• Collaborate with Work Force Management (WFM) team to drive optimization initiatives including support in effort estimation, planning etc.
• Work closely with the Training Team to drive key Knowledge Management initiatives and close loop implementation of training need analysis
• Strong communication skills and ability to represent Infosys BPM Quality as part of Senior Leadership reviews and potential client visits
• Ability to lead large Quality teams and constantly collaborate with external/internal and Global Quality teams to for successful execution of deliverables

Educational Requirement

Graduate

Preferred Skills

Quality->Quality Operations

Service Line

Quality