Quality Manager

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.

• 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

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