Corporate Quality (ISO 9001 Exposure) - Assistant Manager - BGC Taguig

Infosys BPM Philippines; Taguig; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

Infosys BPM Philippines in Taguig is seeking a Quality Assurance - Assistant Manager for Corporate Quality Auditing to drive internal audits and ro-bust quality controls. You will lead process improvement initiatives, monitor SLAs, and present quality reports to clients, while developing teams and ensuring sustained improvements.

The role requires 4+ years of leadership in quality within a BPO, ISO 9001 exposure, and a Lean Six Sigma Green Belt.

Qualifications

• ISO 9001 auditing exposure or certification strongly preferred.
• Bachelor's degree in any field.
• 5–7 years in BPO quality assurance with leadership experience.
• Six Sigma Green Belt, Lean certification or ISO knowledge.
• Able to work onsite in BGC Taguig with shifting schedules.

Responsibilities

• Internal auditing and certification of campaigns under ISO 9001.
• Lead process improvements and drive productivity targets.
• Monitor SLA performance and drive process verification.
• Provide quality reports and engage in client reviews.
• Conduct root cause analysis, implement corrective actions.
• Talent management and upskilling of quality/Ops resources.

Skills

Leadership

Interpersonal skills

Communication

Analytical skills

Multi-tasking

Education

Bachelor's degree

Lean Six Sigma Green Belt

ISO 9001 exposure / certification

Black Belt certification (plus)

Tools

Lean Six Sigma Green Belt

Job description

Are you ready to make an impact? Join Infosys BPM as a Quality Assurance - Assistant Manager for Corporate Quality Auditing and jumpstart your career!

Key Responsibilities:

• Internal Auditing and Certification of campaigns – preferably via ISO 9001
• Financial Assessments and revenue health.
• Process Management
• Ensure adherence to Quality framework for existing scope and deploy the framework for any new ramp ups. identify the internal pain areas in client processes and build robust controls around them
• Process Control & Verification
• Deploy and Monitor process verification methods (Transaction Monitoring). Establish control measures in the processes to achieve process stability and consistent delivery. Establish Quality measurement methods and ensure scores are improved.
• Client Management Relationship
• Participate in engagement reviews with clients to provide quality specific performance reports. Analyze customer complaints, conduct root cause analysis take corrective actions.
• Process Institutionalization
• Conduct engagement specific verification audits to identify gaps with respect to QMS. Raise and follow up on closure of CAR’s
• Change Management
• Address issues at engagement level while implementing the changes and ensure that changes are being sustained over a period of time
• Process Excellence
• Drive Top down and bottoms up ideation to identify improvement opportunities in the account to meet the productivity improvement targets. Analyze the opportunities by demonstrating strong process knowledge, understanding of client business scenario, understanding of constraints in implementation etc. Lead small / medium size projects, perform project management activities. Able to estimate the benefits of transformation projects and present it to Finance / clients for sign off
• Metric Management
• Monitor the SLA performance of the engagements. Conduct analysis to bring out insights. Drive Visualization initiative on the floors
• Talent management
• Conduct Basic quality trainings to upskill quality and Ops resources. Provide appraisal feedback to direct report. Ensure employees are engaged and attrition is under control
• Benchmarking and Best Practice Sharing
• Deploy best practices from other engagements to achieve benchmark performance and share best practices followed in the engagement at DC / Vertical level.
• Identify engagement and process level risk by performing risk audits and discussions with process owners and Cons and drive de risking.

Key Requirements:

• ISO 9001 auditing exposure or certification strongly preferred
• Bachelor's degree graduate, any field.
• Professional experience in Leadership in Quality Dept in a shared service or BPO environment.
• Minimum of 5 to 7 years in the BPO industry and within the quality assurance team
• Must have at least 4 years of leadership experience
• Excellent interpersonal, communication and analytical skills.
• Six Sigma Green Belt, Lean certification and/or ISO is required.
• Ability to multi-task in a fast-paced environment and must be willing to work on shifting schedules and be assigned to work onsite in BGC Taguig.

Certifications & Competence:

• Must be a Green Belt Lean Six Sigma Certified.
• Trained in Black Belt Certification is a plus.
• ISO 9001 Exposure or Certification

“We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age, race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.