AM - Delivery Excellence
6 months ago
Job Description
Job Summary –
1. Assist in building strong Operational practices: Conduct assessments on key delivery practices and support delivery in building industry practices
2. Study business processes, identify vulnerabilities in operations and implement Process Controls to minimize risk and enable a predictable process
3. Assist in setting up Quality control framework and monitor health of the QC process
4. Data Analysis: Analyze lead indicators / metrics and detect any risk in meeting the SLA / customer satisfaction
5. Monitor adherence to SLA and KPI. Run Go-To-Green program for SLA failures
6. Stakeholder Management – Build a strong connect with delivery
7. Support Process definition, deployment and support activities
8. Analyze CSAT and deploy & closely monitor action plans to improve customer satisfaction
Years of experience needed – 5 to 6 yrs of industry experience
Technical Skills:
Strong understanding of Quality Control and Assurance practices
Good Analytical Skills – ability to analyze process data and coming up with solutions
Good Emotional Intelligence and ability to build strong relationships with stakeholders
Excellent communication skills – verbal and written
Good program management skill
Proficiency in MS Office – Advance Excel & PPT
Certifications Needed:
Any relevant certification / training on Quality Control / Assurance
Lean / Six Sigma GB Certified / Trained
ISO QMS lead auditor certified will be an advantage
Power Apps / Power BI skills will be an advantage
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