Senior Manager, Quality Assurance

2 weeks ago

Noida, India Conduent Business Services Full time

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Key Tasks & responsibilities  Defining Standard delivery processes (along with defining interfaces across SBUs/Leverage services/Contact Center) with operational/leadership metrics, QA Checks for ongoing operations Providing High Quality Business analytics support to Management team  Identifying improvement opportunities along with the respective Leaders & Process Heads and facilitating launch of projects around these opportunities  Ensure effectiveness of Customer issue tracking , root cause analysis, corrective and preventive actions, and management accountability for customer issues Leading high impact Six Sigma and Lean projects   Coach green belt and smaller/lower complexity projects across the business.  Mentoring Green Belts/Yellow Belts Business Process matrices & Reporting: To define & develop Process Metrics Scorecard (Client – Domain level) – both for existing key clients and new clients and Tracking performance around these metrics Tracking of SLAs & identifying concern (RED) areas to raise Early Warning Signals Knowledge & Skills Six Sigma Green Belt or Black Belt certifications Knowledge of SQL and Data Visualization tools (like Power BI & Tableau)  Excellent presentation skills, including strong oral and writing capabilities; ability to clearly communicate compelling messages to senior leadership team.  Strong analytical and problem-solving skills with sound business Knowledge Possess excellence, project management, and people management skills. Qualifications Graduate in any stream, Engineering Graduates are preferred. At least 5 Years of relevant experience in the field of Quality 8-10 years of experience in managing quality in manufacturing, IT and BPO for multiple customers.

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