Conduent

Senior Manager, Quality Assurance

Conduent

full-time

Posted on:

Origin:  • 🇮🇳 India

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Job Level

Senior

Tech Stack

SQLTableau

About the role

  • Key Tasks & responsibilities
  • Defining Standard delivery processes (along with defining interfaces across SBUs/Leverage services/Contact Center) with operational/leadership metrics, QA Checks for ongoing operations
  • Providing High Quality Business analytics support to Management team
  • Identifying improvement opportunities along with the respective Leaders & Process Heads and facilitating launch of projects around these opportunities
  • Ensure effectiveness of Customer issue tracking, root cause analysis, corrective and preventive actions, and management accountability for customer issues
  • Leading high impact Six Sigma and Lean projects
  • Coach green belt and smaller/lower complexity projects across the business.
  • Mentoring Green Belts/Yellow Belts
  • Business Process matrices & Reporting:
  • To define & develop Process Metrics Scorecard (Client – Domain level) – both for existing key clients and new clients and Tracking performance around these metrics
  • Tracking of SLAs & identifying concern (RED) areas to raise Early Warning Signals

Requirements

  • Key Tasks & responsibilities
  • Defining Standard delivery processes (along with defining interfaces across SBUs/Leverage services/Contact Center) with operational/leadership metrics, QA Checks for ongoing operations
  • Providing High Quality Business analytics support to Management team
  • Identifying improvement opportunities along with the respective Leaders & Process Heads and facilitating launch of projects around these opportunities
  • Ensure effectiveness of Customer issue tracking, root cause analysis, corrective and preventive actions, and management accountability for customer issues
  • Leading high impact Six Sigma and Lean projects
  • Coach green belt and smaller/lower complexity projects across the business.
  • Mentoring Green Belts/Yellow Belts
  • Business Process matrices & Reporting:
  • To define & develop Process Metrics Scorecard (Client – Domain level) – both for existing key clients and new clients and Tracking performance around these metrics
  • Tracking of SLAs & identifying concern (RED) areas to raise Early Warning Signals
  • Knowledge & Skills
  • Six Sigma Green Belt or Black Belt certifications
  • Knowledge of SQL and Data Visualization tools (like Power BI & Tableau)
  • Excellent presentation skills, including strong oral and writing capabilities; ability to clearly communicate compelling messages to senior leadership team.
  • Strong analytical and problem-solving skills with sound business Knowledge
  • Possess excellence, project management, and people management skills.
  • Qualifications
  • Graduate in any stream, Engineering Graduates are preferred.
  • At least 5 Years of relevant experience in the field of Quality
  • 8-10 years of experience in managing quality in manufacturing, IT and BPO for multiple customers.