Manager - Process & Quality

3 weeks ago

Pune, Maharashtra, India MRO Full time

Key Responsibilities:

- Provide day-to-day direction, guidance, and support to Quality Associates.

- Coordinate closely with Operations teams to ensure that Quality Targets and SLAs are consistently met.

- Design, document, and maintain a comprehensive Quality Management System (QMS) to standardize all processes.

- Ensure compliance with contractual deliverables and proactively address team-level issues.

- Design and drive KPI's and KRA's to monitor and improve team performance.

- Plan for manpower requirements, implement right-sizing strategies, and optimize resource allocation.

- Coordinate with cross-functional departments to implement Quality Programs and initiatives.

- Conduct process improvement projects to enhance productivity and reduce costs.

- Create and update process documentation and standard operating procedures.

- Conduct training sessions to build quality capabilities across the team.

- Develop the Quality team in alignment with the Quality Roadmap and organizational goals.

- Implement initiatives and projects as needed to drive overall performance improvement.

Required Skills & Experience:

- 10+ years of experience in Process and Quality Management, preferably in a BPO, Shared Services, or Operations environment.

- Strong knowledge of Quality Management Systems, compliance, and process improvement methodologies.

Demonstrated experience in:

- Designing and implementing KPI's and SLA's

- Driving performance improvement initiatives

- Managing large teams and cross-functional stakeholders

- Excellent problem-solving and analytical skills.

- Strong project management skills.

- Exceptional communication and interpersonal skills.

- Proficiency in documentation, reporting, and using quality tools.

(ref:iimjobs.com)

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