AM - Delivery Excellence

3 weeks ago


Bengaluru, Karnataka, India Mphasis Full time

Job Description

Job Summary –

1. Assist in building strong Operational practices: Conduct assessments on key delivery practices and support delivery in building industry practices

2. Study business processes, identify vulnerabilities in operations and implement Process Controls to minimize risk and enable a predictable process

3. Assist in setting up Quality control framework and monitor health of the QC process

4. Data Analysis: Analyze lead indicators / metrics and detect any risk in meeting the SLA / customer satisfaction

5. Monitor adherence to SLA and KPI. Run Go-To-Green program for SLA failures

6. Stakeholder Management – Build a strong connect with delivery

7. Support Process definition, deployment and support activities

8. Analyze CSAT and deploy & closely monitor action plans to improve customer satisfaction

Years of experience needed – 5 to 6 yrs of industry experience

Technical Skills:

 Strong understanding of Quality Control and Assurance practices

 Good Analytical Skills – ability to analyze process data and coming up with solutions

 Good Emotional Intelligence and ability to build strong relationships with stakeholders

 Excellent communication skills – verbal and written 

 Good program management skill

 Proficiency in MS Office – Advance Excel & PPT

Certifications Needed:

 Any relevant certification / training on Quality Control / Assurance

 Lean / Six Sigma GB Certified / Trained

 ISO QMS lead auditor certified will be an advantage

 Power Apps / Power BI skills will be an advantage



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