Summary:The objective of the Manager - Service Quality Assurance role is to design, implement and drive the service quality assurance initiatives and developments across the organization in delivering high quality services to customers of all s across the customer base. This position will provide indirect support to multiple customers and Operations teams with a focus on devising quality control framework and processes, implement various quality improvement measures and provide consistent guidance to Operations teams through quality audit data and insights and ensure that Continual Service Improvement culture is established in organization to achieve customer satisfaction and retention.Job Description:Devise quality control framework to inspect, identify and improve the service quality assurance challenges in IT service delivery . Define, Measure, Analyze, Control and Improve the organizational quality assurance standards, procedures and policies.Devise sampling procedures and directions for recording and reporting quality performance data to all the related stakeholders.Provide consistent supervision and guidance to the team members to achieve the organizational goals of service quality assurance standards.Prepare reports to communicate outcomes of the audits to Operations management.Develop, recommend and monitor corrective and preventive actions on improvement areas for Operations management.Devise the feedback mechanism for consistent defaulters.Analyze the quality inspection data to identify AOIs (Areas of Improvements) and work with Operations teams to address those.Identify training needs and organize training interventions to meet quality standards and work with related stakeholders for implementation.Consistently review customer complaints, business and process challenges and industry standards to improvise the quality assurance program.Design and implement defect reduction programs.Escalate 'critical' issues to management at appropriate levels. Ensure all internal stakeholders are effectively collaborating to produce expected results.Report preparation (Process Level Analysis, AOI Analysis etc.) and monitoring any process related issues.Identify training gaps and highlight the same to management. Facilitate and organize appropriate quality awareness and/or calibration meetings.Perform project on Customer Experience Study and suggest new processes to drive customer experience.Benchmark with competition, provide analysis of key metrics and recommend improvements. Qualifications:Bachelors degree in any discipline. ITIL & Six Sigma certifications.Proven experience as a quality assurance manager in quality management (Tickets, Process & Call Audits) with an IT managed service organizations or outsourcing provider .
The Role Is To Design, Implement And Drive The Service Quality Assurance Initiatives And Developments Across The Organization In Delivering High Quality Services To Customers Of All Sizes Across The Customer Base.
Looking for Any Graduate / Post Graduate graduates profile.