Assistant Manager - Quality

Job Description

In the role of Assistant Manager, you will conduct process audits, deploy designed process analyze and report quality performance, support and implement de-risking plans for the processes, create and build visibility of risk quality initiatives, share and document best practices, resolve client complaints, participate in calibration processes with client with an objective to ensure client deliverables are within the norms and guidelines of Infosys.

Responsibilities:

• Conduct process audits, identify gaps, provide feedback to agents/auditors, prepare, collect collate and analyze process performance data send the reports to the quality auditors and management to ensure compliance to quality and risk assurance framework
• Deployment of designed processes within defined time frame, Track and measure performance to ensure controls are suitably deployed to improvement he SLA
• Create and implement the sampling plan, conduct calibration session, feedback sessions, participate in daily huddles and process review and engagement meetings, to ensure stability of quality scores of the processes
• Work on the transformation projects and deploy learnings achieved through trainings to continuously improve service delivery
• Analyze and report risk quality performance to ensure changed made are effective
• Identify the process level and engagement kevel risk by performing risk audit and analyzing the customer feedback. Perform process audit, support in de-risking process performance, track implementation of controls and mitigation plan to control and mitigate risks
• Updation of visual dashboard in the engagement, creating awareness by training and bringing visibility to risk quality initiatives in the engagement to bring awareness about risk quality
• Prepare best practice decks, share best practices followed in the engagement at vertical and org level, participate in best practice implementation initiatives to enable the engagement continuously to improve the performance
• Collect and analyze the customer complaints and escalations, report and track implementation of corrective actions baes on the complaints to ensure that the escalation and complaint from client and end users are minimized
• Provide appraisal feedback to direct reportees to ensure that the employees are engaged, and attrition is under control
• Participate in calibration sessions with the client, provide root cause for weak performance, report and track implementation of corrective actions based on performance to ensure stability of process performance

• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
• At least 5 years of relevant work experience

• Knowledge of Statistical tools, methods, Green Belet Certified, ability to do independent analysis and arrive at the conclusions and draw inferences
• Lead green belt projects, lead quality function for an engagement size up to 100 employees, participate in a least on black n belt project