Quality Assurance Manager | Clark Site

Infosys BPM Philippines; Taguig; On-site; PHP 3,073,140 - 4,302,396; Full time

Job summary

Infosys BPM Philippines is seeking a Quality Manager for our Philippine Quality Team in Taguig. This role includes ensuring process adherence to quality frameworks and managing client engagement reviews, alongside driving process improvements. Candidates should have extensive experience in quality management and strong leadership skills.

Applicants must hold a Six Sigma Green Belt certification, possess effective communication abilities, and be open to shifting schedules. Join us to contribute positively to our quality management standards.

Qualifications

• Minimum of 6 years' experience in Quality, with at least 8 years overall in BPO or Shared Services.
• At least 3 years in supervisory or managerial roles.
• Effective communication, capable of engaging with sea-level executives.

Responsibilities

• Ensure adherence to the Quality framework for existing scope.
• Establish control measures for process stability.
• Participate in engagement reviews and provide quality reports.
• Conduct audits and follow up on corrective actions.
• Drive improvement opportunities to meet productivity targets.
• Monitor SLA performance and conduct analysis.
• Provide training and appraisal feedback to quality resources.
• Share best practices across engagements.
• Identify risks through audits and discussions.

Skills

Process Management

People Management

Effective Communication Skills

Six Sigma Green Belt

Risk Management

Job description

Are your ready to make an impact? Join Infosys BPM Philippines as a Quality Manager for our Philippine Quality Team and jumpstart your career!

Key Responsibilities

• 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 - 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.
• Risk Management - Identify engagement and process level risk by performing risk audits and discussions with process owners and Cons and drive de risking.

Key Requirements

• Minimum of 6 years' experience/exposure in Quality with at least 8 years of overall experience in BPO or Shared Services set-up
• At least 3 years of people management background. (Supervisory/Managerial support)
• Effective communication skills. Can drive discussions with sea-level executives.
• Certified Six Sigma Green Belt/Lean certification and/or ISO (QMS – ISO 900) is required.
• Amenable to work in shifting schedule based in BGC, Taguig

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 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. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines