Quality - Assistant Manager

Infosys BPM Philippines; Philippines; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

Infosys BPM invites you to join us as Quality Assurance - Assistant Manager for our BGC Taguig site. Lead QA processes, drive continuous improvement, and ensure quality delivery across engagements.

The role requires a Bachelor's degree, 5–7 years in BPO QA, at least 4 years in leadership, Six Sigma Green Belt, Lean or ISO exposure, and willingness to work onsite.

Qualifications

• Must have leadership experience in quality teams within a shared services or BPO environment.
• Strong interpersonal, communication and analytical abilities.
• Six Sigma Green Belt certification and ISO exposure are required.
• Ability to multi-task in a fast-paced setting and work onsite at BGC Taguig.

Responsibilities

• Oversee quality framework adherence and deploy it for new ramp-ups.
• Monitor process performance and implement verification methods to improve scores.
• Manage client relationships and provide quality performance reports to stakeholders.
• Conduct audits to identify gaps and drive corrective actions and improvements.
• Lead small to mid-size process improvement projects and estimate benefits for sign-off.

Skills

Leadership

Communication skills

Analytical skills

Education

Bachelor's degree

Job description

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

Key Responsibilities:

• 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:

• 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

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.