Quality Manager - Tanisha Systems
Dallas, TX 08816
About the Job
Detailed JD
Overall Responsibility:
Required skills & Experience:
- A Service Quality Assurance Manager (SQA) is responsible for improving Customer Satisfaction through proactive issue identification, ensuring timely resolution of customer complaints, conducting CSAT surveys. He/she is responsible to ensure compliance to governance practices (SDR/MBR & QBR) within the account. Drive Continual Service Improvement Projects (Lean, Six Sigma ) to address key account & customer challenges. Drive Quality Assurance to ensure consistent & predictable delivery of services through implementation of Account Quality Plans & Wipro Standardization practices (Eg: DMI). This is a very critical position and involves interaction with customer and Wipro leadership. It contributes to the overall success of the program.
Overall Responsibility:
- Own and drive customer satisfaction, process compliance & continuous service improvement for the assigned account(s)
- Facilitate customer satisfaction surveys (ACSAT & Project CSAT), analyse feedback, develop action plan to improve customer perception and track to closure .
- Ensure ITIL operational process compliance for the program to deliver the services.
- Set up and improve ticket level customer satisfaction (TCSAT) and Deploy ticket audit processes/BOT.
- Own and manage continuous improvement program/themes (SIPs, BVM, Lean Six Sigma)
- Showcase process improvements and present quality parameters to customer on an on-going basis.
- Conduct regular reviews of the account health/ service delivery status and identify critical risks proactively and track it to closure.
- Ensure SLA compliance, facilitate in conducting RCA for SLA misses and action planning.
- Facilitate internal & external audits (ISO9K, ISO20K & CMMI for Services)
- Train and mentor account teams on the process frameworks and improvement methodologies
Required skills & Experience:
- Excellent communication & stakeholder management skills.
- Good analytical & problem-solving skills.
- Prior experience of working in customer facing roles either in Delivery or Quality preferably in Infrastructure Services or Digital Operations .
- Prior experience of working / managing voice processes / customer service support.
- Experience in implementing ISO standard and previous experience in planning for Audits.
- Prior experience in leading Lean / Six Sigma projects as Lead or a team member.
- Exposure to Lean Six Sigma, ITIL framework
Source : Tanisha Systems