AM Quality

4 weeks ago

Noida, India Tech Mahindra Full time

Roles and Responsibilities:

  • Handle a team of QAs or QTLs.
  • Ability to map processes, defines process, and execute them.
  • Ability to view the issues end-to-end and develop action plans with tangible deliverables.
  • Has ability to manage knowledge, replicate best practices from other locations/processes to improve process performance
  • Out of the box thinker to develop tools and processes for best utilization of resources.
  • Strong conflict management skills.
  • Exceptional Client management (internal/external stakeholder) skills.
  • Ability to plan & conduct transactional quality audits, Process Improvements, calibrations.
  • Excellent skills on MS Office /Quality Tools / Data Analysis / Analytical Skills / Reporting / Google Suite, Google Forms, Google Sheet, Google Doc etc
  • The candidate should have excellent problem-solving capabilities and lateral thinking skills.
  • Ensure client quality targets are met & exceeded.
  • Ensure to be aligned and calibrated with client requirements and expectations.
  • Ability to handle pressure and a natural go getter.
  • Head, coach and mentor the quality team.
  • Eye for detail and aggressive in plan execution/implementation.
  • Drive process improvement and other quality tools for process performance measurement and standardization.
  • Front end Quality with the end customer and participate in weekly/Monthly/Quarterly reviews.
  • Six Sigma, Green Belt / Yellow Belt certified with at least 1-2 project lead individually is desirable.


Key Deliverables (KRA/Measure):

  • Knowledge: Understanding of the process, evaluation & feedback, reporting and analysis.
  • Reduction of rework and Cost of poor Quality (COPQ).
  • Should be able to handle & achieve the departmental requirements.
  • Have knowledge of different policies and procedures.
  • Maintaining secrecy of data.
  • Excellent English Communication Skills (both spoken and written)
  • Ability to work within challenging environment with tight delivery timelines.
  • Keen to learn and adapt to emerging requirements


Applicant’s Specifications & Qualification:

  • 5+ years of experience, last 2 year should be in Team Handling Role
  • Should be preferably Six Sigma GB Certified
  • Should have worked as Customer Service Associate, QA, QTL/QAM in Customer Service or Back office or Chat
  • Should be Graduate
  • BFSI experience preferred (Invoicing, Debt Collection, General Banking / payment queries, Disputes & Fraud)
  • Knowledge / experience of G-suite, Jira, Slack and Chat platform like Fresh Desk & Fresh Chat

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