Assistant Manager - Quality

to improvement he SLA

• Create and implement the sampling plan, conduct calibration session, feedback sessions, participate in daily huddles and process review and engagement meetings, to ensure stability of quality scores of the processes

• Work on the transformation projects and deploy learnings achieved through trainings to continuously improve service delivery

• Analyze and report risk quality performance to ensure changed made are effective

• Identify the process level and engagement kevel risk by performing risk audit and analyzing the customer feedback. Perform process audit, support in de-risking process performance, track implementation of controls and mitigation plan to control and mitigate risks

• Updation of visual dashboard in the engagement, creating awareness by training and bringing visibility to risk quality initiatives in the engagement to bring awareness about risk quality

• Prepare best practice decks, share best practices followed in the engagement at vertical and org level, participate in best practice implementation initiatives to enable the engagement continuously to improve the performance

• Collect and analyze the customer complaints and escalations, report and track implementation of corrective actions baes on the complaints to ensure that the escalation and complaint from client and end users are minimized

• Provide appraisal feedback to direct reportees to ensure that the employees are engaged, and attrition is under control

• Participate in calibration sessions with the client, provide root cause for weak performance, report and track implementation of corrective actions based on performance to ensure stability of process performance

Qualifications
Basic:

• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
• At least 5 years of relevant work experience

Preferred:

• Knowledge of Statistical tools, methods, Green Belet Certified, ability to do independent analysis and arrive at the conclusions and draw inferences
• Lead green belt projects, lead quality function for an engagement size up to 100 employees, participate in a least on black n belt project

About Us

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 47 delivery centers in 16 countries spread across 5 continents, with 58,702 employees from 110 nationalities, as of December, 2024.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.