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Assistant Manager - Quality

5.00 to 10.00 Years   Gurugram   01 Dec, 2021
Genpact India Pvt Ltd
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

Assistant Manager, Quality

  • Identify and understand transaction quality parameters and be able to define/determine adequate sampling size per team.
  • Monitor performance of coaches and ensure all quality KRAs are adhered to and be able to revise KRAs basis business need.
  • Publish weekly/monthly reports on the performance of the team basis transaction audits to respective stakeholders.
  • Analyze skill gaps and performance improvement opportunities.
  • Ensure all coaches and supporting SMEs are upskilled on a regular basis.
  • Liaise effectively with department managers and team leaders to ensure that coaching and development provided is reinforced through ongoing performance management.
  • Actively participate in and drive knowledge management (SOP activities).
  • Conduct regular calibration sessions and ensure team stays abreast of industry best practices in transaction quality monitoring.
  • Conduct regular reviews with all coaches and Ops team to check progress and highlight challenges / help required if any.
  • Ensure all training evidence documents (reports, dashboards & emails) are readily available and accessible for audit perspective - exception emails to be readily available wherever applicable.
Responsibilities
  • Currently working as a Quality Lead
  • Strong interpersonal skill.
  • Excellent customer / stakeholder relations.
  • Excellent people management skills.
  • Able to work effectively under pressure.
  • Good analytical and problem - solving skills.
  • Strong communicator with ability to build consensus while driving process forward.
  • Be a Change Agent.
Qualifications we seek in youMinimum qualifications Bachelors degree in Commerce / Computer Science / equivalent with relevant work experience Awareness / exposure of holistic level Global Servicedesk Relevant years experience in core IT Service ManagementPreferred qualifications ITIL v3 / v4 Foundation certified, Assistant Manager, Quality
  • Identify and understand transaction quality parameters and be able to define/determine adequate sampling size per team.
  • Monitor performance of coaches and ensure all quality KRAs are adhered to and be able to revise KRAs basis business need.
  • Publish weekly/monthly reports on the performance of the team basis transaction audits to respective stakeholders.
  • Analyze skill gaps and performance improvement opportunities.
  • Ensure all coaches and supporting SMEs are upskilled on a regular basis.
  • Liaise effectively with department managers and team leaders to ensure that coaching and development provided is reinforced through ongoing performance management.
  • Actively participate in and drive knowledge management (SOP activities).
  • Conduct regular calibration sessions and ensure team stays abreast of industry best practices in transaction quality monitoring.
  • Conduct regular reviews with all coaches and Ops team to check progress and highlight challenges / help required if any.
  • Ensure all training evidence documents (reports, dashboards & emails) are readily available and accessible for audit perspective - exception emails to be readily available wherever applicable.
Responsibilities
  • Currently working as a Quality Lead
  • Strong interpersonal skill.
  • Excellent customer / stakeholder relations.
  • Excellent people management skills.
  • Able to work effectively under pressure.
  • Good analytical and problem - solving skills.
  • Strong communicator with ability to build consensus while driving process forward.
  • Be a Change Agent.
Qualifications we seek in youMinimum qualifications Bachelors degree in Commerce / Computer Science / equivalent with relevant work experience Awareness / exposure of holistic level Global Servicedesk Relevant years experience in core IT Service ManagementPreferred qualifications ITIL v3 / v4 Foundation certified,

Keyskills :
salesmisaccountstatbankingcustomer focuscomputer sciencework effectivelypeople managementknowledge managementperformance improvement

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