Quality Manager
2 weeks ago
**Role: Quality Manager**
**Location: Moncton, NB, Canada**
This position will have both Quality & Training Manager responsibilities
Quality Manager reports into the Senior/Lead Manager Quality / Associate Quality Head. Required to co-ordinate and interact with Leadership from strategic & tactical perspective. Primarily responsible for setting Tactical, Strategic direction to Corporate Quality and Transaction Quality initiatives with reference to the Overall Site/ Business Locations aligned to. The applicant must have the ability to translate strategy into actions. High levels of ethics are expected from the applicant.
**Responsibilities**:
- Drive Center Quality & Business Excellence initiatives
- Manage Quality teams supporting multiple programs within the site/ Business locations aligned to
- Drive implementation of Process improvements through Lean/Six Sigma, PDCA or any industry known practices
- Establish and maintain Quality Management system requirements for the Site/ Business locations aligned to identify and develop end-to-end process transformation opportunities and strategic profit improvement initiatives
- Periodic reporting to management on improvements achieved/ opportunities identified
- Mentor staff on quality related projects as a part of their career development plans
- Replicate best practices from other locations/processes to improve process performance
- Design training programs, train staff on Operational Excellence Tools & promote culture of Kaizen
- Support & guide staff on quality related projects as a part of their career development plans
- Drive Tech Mahindra QMS implementation activities, establish and implement Site level internal quality audit program
- Facilitate performance reviews in engagements and support functions
- Administer client satisfaction surveys through respective Process Owners
- Help Process Owners define and implement improvement actions against all program / process level performance metrics (SLA/ KPI)
- Ensure Delivery Plan(s) are prepared, reviewed and maintained
- Provide Process Consultancy & Monitor Process Compliance
- Conduct QMS Audits and ensure on-time closure of NCs
- Regular status reporting for reviews
- Handle Customer Visits, Presentations and Monthly / Quarterly Reviews with the client.
- Work with Cross Functional Teams (Sales / Competencies) on Business Growth by supporting on RFP/RFI responses on new business development. Support Sales team on proactive pitches on quality solutions/competency
- Willing and flexible for shifts
- Manage variety of processes across Telecom/BFSI/Healthcare/Manufacturing domains and lead a large team of Quality professionals across the Site/ Business locations aligned to
**Experience**
- Graduation (any discipline) with 8-10 years of experience of working in an International/Domestic BPO/KPO
- Experience in implementing quality models such as COPC, ISO, EFQM or any industry level practice
- Experience in managing multi-location & multi-program operations
- Preferred Six Sigma Certified
- Preferred ITIL Certified
**Skills**:
- Exposure to Total Quality Management and any of the Business Excellence Models
- Project Management skills
- Experience on Automation/Robotic Process Automation is preferable
- Experience on Analytics, Artificial Intelligence and IOT (Internet of things) is preferable
- Ability to multi-task & handle tasks with competing priorities effectively
- Data analysis using statistical tools and methods
- Coaching and mentoring skills of QMS/ Six Sigma /Lean
- Ability to interact with and influence people at all levels and large cross-functional teams
- Leadership Skills
- Should be open to work 24/7
**Role Performance Measures**
- QNI/ Financial savings (Cost avoidance / Penalty reduction)
- Program/ Process Level SLA/KPI Performance (Qualitative Metrics)
- Internal/ External Client satisfaction ratings
- Employee engagement & development initiatives
- QMG Scorecard as defined
**Job Types**: Full-time, Permanent
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Moncton, NB: reliably commute or plan to relocate before starting work (required)
**Experience**:
- Quality management: 6 years (required)
- BPO/ KPO: 5 years (preferred)
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