Group Quality Assurance Manager

2 weeks ago

Noida, India HCLTech Full time

Desired Profile:

  • This role will be responsible for the Design and management of the Service Quality Assurance program and Team (Transaction Quality) for program. Have good understanding of CTQs.
  • The QA team’s primary responsibility is the review and evaluation of Transactions i.e. tickets/cases/calls/emails/work handled by Service Professionals in the Service organization. Additionally, QA team will be involved in the ongoing criteria used to evaluate compliance, other KPI/CPI performance, customer complaints, survey DSATs, identify trends, and work with internal partners to close gaps.
  • The QA Leader will be involved in the team establishment, creating policies and procedures, setting-up the structure required. Responsible for developing the quality goals and targets in the Business Unit.
  • To improve and promote quality on process level by reducing errors and maintains accuracy with ‘zero defects’ concept.
  • Framing Centralized Quality Assurance (CQA) parameters at process level and transactional quality framework and practices.
  • Ability to define the testing methodologies and quality control standards.
  • Enable team and lead in Identifying the root cause of errors at processes level with operating staff and conducting relevant quality-related trainings.
  • Ability to prepare centralised quality snapshot to trouble shoot zero defects at process level.
  • Works independently with extensive latitude for initiative and independent judgment.
  • Ensuring tests and procedures are properly understood, carried out, evaluated and modifications are investigated if necessary.
  • Investigate customer complaints and provide a timely response in accordance with defined procedures.
  • Analyse RCA of Existing errors and review MSA (Measurement System Analysis) to ensure zero gap on customer requirements (SLAs)
  • Responsible for identification, development and documentation of internal control issues and recommendations.
  • Effectively managing the team

PRIMARY RESPONSIBILITIES:

Experience in Centralised quality Assurance in Digital business, Managed network services will be preferred, Technical support, Customer Service

Possess ability to build teams and manage operational and financial elements.

Responsible for creating, implementing, and managing business's quality control processes. Typical job responsibilities include analysing business needs and areas for improvement, developing new procedures that ensure higher quality on output and ensuring proper distribution of resources.

The goal of this function is to ensure an overall higher quality on output and outcome, implementing more efficient systems, restructuring the processes and ensure to meet or exceed expectations.

Maintaining organizational and professional ethical standards.

Management/supervision of team of quality assurance professionals located at different locations

Support the quality assurance professionals with policy and procedural questions or call evaluation guidance.

Work evaluated by the QA team for accuracy and consistency

Serve as the contact point for customer evaluated by the QA team.

Work with Service Manager for mis-information and/or poor experiences provided by Service Professional

Create/develop/manage reporting and metrics for the QA team.

Identify and work to provide training programs or process enhancements to correct quality issues.

Ability to inspire, motivate, and challenge your team to tackle the opportunities for improvement

Comfort with ambiguity with an ability to learn quickly and thrive in a complex, growth-oriented and dynamic environment

Foster a culture of engagement, diversity and inclusion

Serve as a subject matter expert

Constantly working on developing team members for succession planning.

Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

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