Job Title: Quality Team Lead
Location: Aguadilla, Puerto Rico
Job Type: Full Time (In Office)
As a Team Lead you will manage teams, ensure process compliance, resolution of escalation, knowledge management compliance with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview and written guidelines, policies and norms of Infosys BPM
Job Responsibilities:
- Conduct process audits, Identify gaps, provide feedback to agents / auditors; prepare; collect, collate and analyze process performance data (including SLAs)
- Deployment of designed processes within defined timeframe
- Track and measure performance
- Create and implement sampling plan; Conduct calibration sessions, feedback sessions
- Performing risk audit and analyzing the customer feedback, Perform process audit; Support in de-risking process performance
- Track implementation of controls and mitigation plan
- Updating of visual dashboards in the engagement, creating awareness by training and bringing visibility to Risk quality initiatives in the engagement
- Improvements based on structured feedback mechanisms (CSAT, IPSAT, ELFs etc.)
- Collect and analyze the customer complaints and escalations
- Participate in calibration sessions with the client, provide root cause analysis for weak performance; report and track implementation of corrective actions based on performance
- Excellent Knowledge of Quality Management System and familiar with SQP requirements
- Lead and strengthen Quality governance with Ops & Client
- Deploy designed processes, analyze and report quality performance
- Support and de-risking plans for processes
- Build visibility of risk quality initiatives
- Share and document best practices
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Basic Required Qualifications
- High School Diploma or GED Equivalent
- At least 4 years of experience relating to the job description
- Business Focus, Client Centricity, Contractual Management
- Knowledge of the processes
- Analytical Ability & Driving Organizational Results
- Quality and Continuous improvement, Learning and Innovation
- Experience of working in a Healthcare or insurance BPO industry
- Good command over MS-Excel and MS-PowerPoint
About Us
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents, with 58,090 employees from 111 nationalities, as of June, 2024.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.