Senior Quality Assurance Manager

Infosys BPM Philippines; Taguig; On-site; PHP 1,500,000 - 2,500,000; Full time

Job summary

Infosys BPM Philippines seeks a Senior Quality Manager to lead process excellence, implement quality frameworks, and provide client-focused quality reporting across a BPO setup in Metro Manila.

You will drive KPI metrics, coaching, and audits, ensuring process stability and continuous improvements across multi-site operations.

Qualifications

• Bachelor's degree in any field.
• 10-12 years of quality experience in shared services or BPO.
• Experience in non-voice operations is required.
• Certified Six Sigma Green Belt/Lean and/or ISO accreditation is preferred.
• Ability to multi-task, work in shifting schedules, and be based in BGC/Alabang (multi-site).

Responsibilities

• Lead quality management and processes to ensure adherence to quality framework.
• Deploy and monitor process verification methods and establish quality measurement scores.
• Engage with clients through reviews and provide quality performance reports.
• Conduct risk audits and drive mitigation actions.
• Drive process excellence and improvement initiatives across accounts.

Skills

Interpersonal skills

Analytical skills

Communication skills

Multi-tasking

Education

Bachelor's degree

Job description

Are you ready to make an impact? Join Infosys BPM as a Senior Quality Manager 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.
• 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.
• At least 10-12 years professional experience under Quality in a shared services or BPO environment is preferred
• Experience or background in non-voice operations is requirement.
• Excellent interpersonal, communication and analytic skills.
• Certified 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 in BGC and Alabang (Multi-site).

“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,