Quality Manager

2 weeks ago

Bucharest, Bucureşti, Romania Infosys Full time 15,000 - 30,000 per year
Location: Sibiu

Key responsibilities:

  • Collect, collate and analyze performance data on quality;
  • Conduct process audits, identify gaps in execution process steps, and provide feedback to agents TLs;
  • Highlight key areas of improvement and prepare action plans specific to each area;
  • Create and implement sampling plan, conduct calibration session and feedback session;
  • Initiate/Participate in  calibration sessions with the Client and provide RCA for weak performances;
  • Creating awareness by training and bringing visibility to Risk quality initiatives in the engagement;
  • Collect and analyze customer complaints and escalations. Report and act on the corrective actions for all the complaints and escalations;
  • Report and track implementation of corrective actions to ensure process continuity and stability;
  • Ensures delivery predictability and enhance client satisfaction for the processes within the guidelines, policies and norms of Infosys.

Requirements:​​​​​​

  • speak and write in  English fluently;
  • Bachelor's degree in relevant field, or equivalent experience;
  • Minimum 2 years of relevant experience including at least one year as a quality auditor;
  • General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, etc.;
  • Effective leadership skills, with a strong focus on operations and business processes
  • Able to identify key issues and creatively and strategically overcome internal challenges or obstacles
  • Clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by the organization
  • Effective attention-to-detail and a high degree of accuracy
  • High level of integrity, confidentially, and accountability
  • Sound analytical thinking, planning, prioritization, and execution skills
  • A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills

We offer to the candidates:

  • unlimited contract;
  • private medical insurance;
  • Benefit platform.

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