Service Quality Manager

1 month ago

Bengaluru, Karnataka, India NTT Full time
Drive Quality and Excellence

As a Team Lead, Service Quality, you will be responsible for leading and supporting the Service Quality team in monitoring service quality and assurance activities and driving continuous improvement initiatives. Your primary focus will be to ensure that service quality standards are met or exceeded, customer satisfaction is optimized, and processes are streamlined to enhance service efficiency and effectiveness.

Key Responsibilities:
  • Develop and implement robust quality monitoring processes to evaluate the performance of service delivery teams, conduct regular quality assessments, identify areas for improvement, and provide feedback and coaching to team members.
  • Identify trends, patterns, and areas of improvement based on quality assessments and customer feedback, collaborate with cross-functional teams to develop and implement quality improvement initiatives, enhancing service delivery processes and customer satisfaction.
  • Analyze performance data and quality metrics to derive insights and trends, prepare comprehensive reports and presentations, highlighting key findings, areas of improvement, and recommendations for senior management and stakeholders.
  • Work closely with customer support teams to gather feedback, identify pain points, and enhance the overall customer experience, implement customer-centric practices and initiatives to ensure service delivery aligns with customer expectations.
  • Develop and deliver training programs to enhance the skills and knowledge of service delivery teams, provide ongoing coaching and support to improve quality performance and customer interactions.
  • Collaborate with cross-functional teams, including operations, training, and process improvement, to align quality goals and initiatives, establish strong relationships with stakeholders, and effectively communicate quality strategies and progress.
  • Assist in the development, implementation, and maintenance of a robust quality assurance framework, ensure compliance with quality standards, regulatory requirements, and industry best practices.
  • Stay abreast of industry trends, emerging technologies, and best practices in service quality management, actively seek opportunities for continuous improvement, and drive initiatives to optimize service quality and customer satisfaction.

Requirements:
  • Developing knowledge of quality management methodologies, tools, and techniques, such as ISO 9001, Six Sigma, Lean, or similar frameworks.
  • Relevant leadership and team management skills, with the ability to inspire and motivate teams to achieve quality objectives.
  • Developing analytical and problem-solving abilities, with a keen attention to detail and the ability to analyze complex data to drive data-driven decision-making.
  • Good communication and interpersonal skills, with the ability to effectively engage and collaborate with stakeholders at all levels of the organization.
  • Developing project management skills, with the ability to manage multiple priorities, meet deadlines, and deliver results within established timelines.
  • Developing familiarity with relevant regulations and industry standards related to the organization's products or services.

Academic Qualifications and Certifications:
  • Bachelor's degree in Business Management or Operations or a related field.
  • Six Sigma Green Belt/ Six Sigma Black belt certification is desirable.
  • ISO 9001 Lead auditor certification is desirable.
  • Certified Quality Manager certification is optional.

Required Experience:
  • Demonstrated experience as a Quality Analyst or in a similar quality assurance role, preferably in the industry related to the organization's products or services.
  • Demonstrated experience in driving continuous improvement initiatives and implementing corrective and preventive actions.
  • Some experience managing and leading quality teams.

About NTT DATA:
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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