Senior Quality Assurance Manager

HCLTech; Chennai District; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

A leading multinational IT services company is seeking an experienced professional to lead service quality initiatives in Chennai. The role involves designing frameworks for process improvement and ensuring quality across operations. Candidates must possess a strong background in service quality, with 7-10 years of experience and relevant certifications. Proficiency in advanced analytical tools such as MS-Excel and knowledge of service-focused domains like BFSI is essential.

Qualifications

• Minimum 7-10 years of experience in service quality, project management, quality management system for service industry.
• Excellent knowledge about service quality in Operations and support functions.
• Preferred domains: BFSI, F&A, OTC, CX.

Responsibilities

• Lead multiple engagements to resolve complex business problems.
• Design/Deploy Service Quality framework for enhancing process efficiency.
• Accountable for data accuracy and quality of the overall work product.
• Drive service assurance initiatives and continuous process improvements.

Skills

Service quality expertise

Six sigma problem-solving

Business transformation concepts

Business metrics understanding

Quality management system knowledge

Process improvement proficiency

Customer centricity

Analytical skills

Advanced MS-Excel proficiency

PowerPoint usage

Minitab expertise

MS-Visio usage

SAP knowledge

Tableau knowledge

Education

MBA or PG degree in Business Administration/Engineering

MBB Trained/BB certified

Tools

SAP

Tableau

Job description

• 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