Manager - Quality

Infosys Limited; Pune District; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Infosys BPM Limited is hiring a Manager - Quality to lead the quality program for the BPM Customer Service and Service Desk operations in Pune. The role requires 7+ years BPM experience and 5+ years in Quality, overseeing audits, improvements, and metrics like NPS/CSAT.

Hands-on with ITSM tools and Verint/NICE is expected, with potential Six Sigma certification. You will collaborate with delivery, client teams and WFM to drive initiatives, modernization, and knowledge management, while

Qualifications

• Must have BPM quality management experience in customer service and service desk operations.
• Experience with ITIL and quality audits is preferred.
• Ability to analyze processes, drive improvements and report insights to leadership.

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
• Manage service desk quality via ticket audits and other interventions; ITIL certified is a plus
• Leverage ITSM platforms like ServiceNow; report insights to leadership and drive improvements
• Use Verint/Nice or similar tools to improve user experience and efficiency of the Quality Team
• Oversee transition accounts and ensure Right first-time quality implementations
• Drive process improvements; champion Six Sigma Green/Black Belt projects if certified
• Improve NPS/CSAT by partnering with delivery and client teams
• Analyze data and share actionable insights with leadership; identify operational risks
• Lead modernization/digitization to drive digital tool adoption in Service Desk
• Collaborate with WFM for effort estimation and planning; work with Training to close gaps

Skills

Quality management

ITIL

Data analysis

Leadership

Stakeholder communication

Education

Graduate

Tools

ServiceNow

CISM

Verint

NICE

Job description

PUNE , Infosys BPM Limited Manager - Quality

Job ID/Reference Code PROGEN-EXTERNAL-251998

Work Experience 7 - 12 Years

Job Title Manager - Quality

Educational Requirements

Graduate

Service Line

Quality

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