Service Delivery Manager - Quality Manager
- Cognizant
- 8 - 9 years
- Bengaluru
- 6 months ago
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Job Description
We are looking for a Quality Manager with a Black Belt certification in Six Sigma to oversee our BPO operations quality teams. This role requires a strong understanding of Six Sigma methodologies and a proven track record of implementing successful quality improvement projects and managing quality teams. The ideal candidate will be a highly motivated and results-oriented individual with excellent communication, analytical, and problem-solving skills.
Key Responsibilities:
- Develop and implement quality management systems: Establish and maintain robust quality management systems (QMS) aligned with industry best practices and regulatory requirements.
- Conduct quality audits: Perform regular internal and external quality audits to identify areas for improvement and ensure compliance with established standards.
- Drive Six Sigma initiatives: Lead and participate in Six Sigma projects to identify and eliminate root causes of defects, reduce process variation, and improve operational efficiency.
- Analyze data and generate reports: Collect, analyze, and interpret data related to quality performance, identify trends, and generate reports to track progress and communicate findings to stakeholders.
- Develop and deliver quality training: Design and deliver training programs to BPO employees on quality standards, methodologies, and best practices.
- Monitor and analyze customer feedback: Gather and analyze customer feedback to identify areas for improvement in service delivery and customer satisfaction.
- Collaborate with cross-functional teams: Work closely with other departments (e.g., Operations, Technology, Human Resources) to ensure seamless integration of quality initiatives across the organization.
- Stay abreast of industry best practices: Stay informed about the latest industry trends, technologies, and best practices in quality management.
Qualifications:
- Bachelors degree .
- Six Sigma Black Belt certification is mandatory.
- Minimum of 10 years of experience in a Quality Assurance or related role within a BPO environment.
- Proven experience in implementing and managing quality management systems and teams
- Strong analytical and problem-solving skills with the ability to analyze data and identify root causes of issues.
- Excellent communication and interpersonal skills with the ability to effectively communicate with all levels of the organization.
- Strong project management and organizational skills with the ability to manage multiple projects simultaneously. 1
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
- Experience with quality management software (e.g., Minitab, JIRA) is a plus.
Key Skills:
- Six Sigma methodologies (DMAIC, DFSS)
- Quality Assurance principles
- Root Cause Analysis
- Data Analysis and Reporting
- Process Improvement
- Customer Satisfaction
- Communication and Interpersonal Skills
- Project Management
- Problem-Solving
- Leadership
Job Environment:
ull-time position working from the office
- Permanent Night shifts (US shift timings)
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality Manager / SupervisorEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Bengaluru
Keyskills: project management six sigma data analysis analytical dmaic interpersonal skills minitab root cause analysis dfss microsoft office suite excel software quality management operations service delivery service delivery management word powerpoint communication skills jira
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