Contact Centre 1 to 3 Years Kolkata

1 week ago

Kolkata West Bengal, India Capgemini Full time

**Job Description**:

- The Delivery Quality Assurance (DQA) Professional ensures set up, review, audit and improvements of quality.They are responsible for supporting an engagement set up, facilitating smooth transition from sales and ensuring Capgemini as well as contractual requirements are addressed. They define and adapt processes and process assets as per BU/account/engagement needs to enable standard way of working. They will monitor engagement execution through regular reviews and tracking of planned activities and actions and aid Delivery Governance through inputs, analysis, early alerts and suggesting potential mitigation actions. They are responsible for interacting with Client teams as required and supporting the Client or third-party audits on engagements. They collaborate to identify and drive improvements (engagement/account level) to provide benefit to Capgemini as well as Client (using techniques such as Six Sigma, Lean etc.) alongside providing consulting services to engagements/accounts/Clients in areas such as Agile, Service Management, Six Sigma, Lean etc. They may also assist in sales/bid process by providing inputs related to Capgemini processes, Delivery Governance, process assets and platforms.

**Job Description - Grade Specific**:

- Delivery Quality Assurance AnalystSupport (under guidance) set up, monitor execution, and process improvements for 1-2 engagements

**Skills (competencies)**:

- Active Listening- Adaptive Thinking- Analytical Thinking- Assertiveness- Attention to Detail- Business Agility- Change Management- Conflict Management- Continuous Improvement- Decision-Making- Emotional Intelligence- Financial Control- Influencing- Innovation- Managing Difficult Conversations- Negotiation- Proactiveness- Problem Solving- Project Governance- Project Management- Project Planning- Project Reporting- Project Tracking- Relationship-Building- Risk Assessment- Risk Management- Scope Management- Stakeholder Management- Strategic Governance- Strategic Thinking- Team Management- Time Management- Unified Project Management (UPM)- Unified Service Management (USM)

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