Quality Manager

Tech Mahindra Latvia

Подробности
Основная информация
Компания

Responsibilities

Develop and maintain a comprehensive Quality Management leadership, deploy customers Quality Management Framework to support Operations in providing excellent customer experience
Proactively drive Quality assurance activities for great quality performance, explore and understand client expectations, address and resolve any quality related concerns raised by the client
Maintain the highest standards of Quality in a dynamic and fast-paced environment
Ensure Quality KPI and SLA targets are met and exceeded, drive end-to-end delivery of Quality requirements as per SOW
Track, measure and report performance, evaluate effectiveness and strengthen Quality Management Framework
Proactively analyze quality performance and process capability, make observations, identify trends and patterns
Drive Process Improvement, identify and evaluate ways of standardization and automation, planning and working together with Operations and Support teams
Manage customer and stakeholder expectations and escalations
Ensure process adherence and audit compliance, deploy and audit processes
Perform Risk Management, create awareness by training and bringing visibility to risk quality initiatives, drive escalation activities for effective de-escalation
Drive Quality part of business reviews, contribute to customer presentations
Lead Quality organization, work together with client, stakeholders and Quality team for improvement, adherence and compliance reasons
Provide feedback and mentoring to Quality Teamlead, identify and fulfill QTL improvement and development needs and enhance Quality team capabilities
Participate in training programs for better understanding of client and business expectations and for continuous development and growth
No remarks in a background check performed by Supplier, e.g. no criminal record, nor any default payments to Klarna and no existing payment annotations. This includes: no instances of payment defaults, arrears, or unfavourable credit data

Obligations

Develop and maintain comprehensive quality management management, implement a quality management system for customers to support operations, providing an excellent customer experience.
Proactively lead quality assurance efforts to achieve superior quality, explore and understand customer expectations, solve and solve all quality-related problems raised by the customer.
maintain the highest quality standards in a dynamic and rapidly changing environment.
Ensure the achievement and exceeding of the goals of quality KPIs and SLAs, manage the fulfillment of quality requirements from end to end in accordance with SOW.
Track, measure and report performance, evaluate efficiency and strengthen the quality management system.
Proactively analyze quality indicators and process abilities, make observations, identify trends and patterns.
Process improvement, identification and evaluation of types of standardization and automation, planning and collaboration with operational and support teams.
Managing customer and stakeholder expectations and escalations
Ensuring compliance with processes and audit compliance, implementation and audit of processes.
To carry out risk management, raise awareness, train and ensure the visibility of risk quality initiatives, manage escalation measures for effective de-escalation.
Managing the quality department in business reports, contributing to customer presentations.
Lead the quality organization, work with the customer, stakeholders and the quality team to achieve improvement, compliance and compliance.
Provide feedback and mentorship to the quality team leader, identify and fulfill QTL improvement and development needs, and improve the quality team's capabilities.
Participate in training programs to better understand the wishes of customers and the company and ensure continuous development and growth.
The verification of personal data by the supplier does not contain any notes, for example, there is no criminal record, as well as there are no late payments to the company Klarna and there are no annotations of existing payments. This includes: no late payments, late payments or unfavorable credit data.

Qualifications

Near native (interpreted as CEFR level C1) or native relevant market language and fluent English skills (B2+ or better) in writing and speaking to understand documentation and log accurately in the client systems
Bachelors degree
Proven experience in Quality Management within a BPO environment (min. 5 years)
Track record of formal people management roles (min. 3 year)
Strong leadership skills and abilities
Excellent people management and interpersonal skills
Proactive attitude with a continuous improvement mindset
Good communication and stakeholder management skills
Structured thinking, agile mindset, good presentation skills
Certified or trained in Lean, Six Sigma, COPC, other quality improvement systems

Qualifications

almost native language (interpreted as C1 level CEFR) or market language in question is native speakers and fluent English skills (B2+ or better) written and oral to understand the documentation and accurately register in customer systems.
bachelor's degree
Proven experience in quality management in a BPO environment (at least 5 years).
experience in a formal personnel management position (min. 3 years)
Strong leadership skills and abilities
Excellent people management and interpersonal skills
Proactive attitude with a continuous mindset of improvement
Good communication and stakeholder management skills
Structured thinking, agile mindset, good presentation skills.
Certified or trained in Lean, Six Sigma, COPC and other quality improvement systems.

Employee Benefits- We've got you covered!

Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support and much more
OVP (Compulsory Health Examination): Full coverage
Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies
Attractive compensation and allowances- Basis role and experience
Annual Leave 4 calendar weeks of paid leave according to LV labor law
Work Culture and Environment: Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit

Employee benefits:

Premium medical insurance (health examinations, dentistry, vision tests, medication prescriptions, mental health support, etc.) for the employee and his family from the first working day
OVP (Mandatory Health Check) Full Coverage
The opportunity to develop your knowledge through the DEXT education platform, which offers more than 5000+ free courses
annual paid leave for 4 calendar weeks in accordance with the Labour Law
Binding rewards and bonus system
Opportunity to work and grow in a dimanic and enjoyable work environment with regular corporate events, wellness activities and great team spirit

Please note that the successful candidate will be subject to a background check as this role involves the processing of confidential information belonging to Tech Mahindra clients and this role is directly related to the provision of financial services. Candidates must not have been convicted of committing an intentional criminal offense against the State, property, or governance procedures, of committing an intentional criminal offense in the national economy or while in service in a governmental authority, or of committing a terrorism-related criminal offense unless criminal record thereon has been extinguished or set aside. Furthermore, candidates must not have any defaults on payment obligations towards Tech Mahindra clients to whom the services will be provided. Further information on how Tech Mahindra processes candidates data is available: https://www.techmahindra.com/en-in/privacy-policy/

Please note that the candidate who will be selected for the specific position will undergo a background check, as this position is related to the processing of confidential information belonging to Tech Mahindra clients and this position is related to the provision of financial services.

The candidate must not be tried for committing an intentional crime against the state, public authorities or in connection with terrorism. Also, there should be no unfulfilled payment obligations to Tech Mahindra customers to whom services will be provided.

Information on the processing of candidates' data is available at:

https://www.techmahindra.com/en-in/privacy-policy/

Брутто-зарплата в месяцБрутто/мес. € 3000 - 3500

Место работы

Латвия

Тип работы

Полный рабочий день

Навыки:

Quality Analyst Problem solving Process management People management

Языки

Немецкий
Английский
Голландский
Норвежский
Шведский

Контактное лицо
Micael Pereira
917185399

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences. We #Rise together to create sustainable businesses that can bring about lasting change in our communities to create an equal world, to be future ready, and to create value. We are a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies.

We are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.

We are certified as a Great Place to Work for by the Great Place to Work® Institute, included in the Bloomberg 2023 Gender-Equality Index for the fourth year in a row, and have been recognized as the only Indian IT company to make it to Dow Jones Sustainability Indices 2023, part of the DJSI World Index for the 9th consecutive year.

We are part of the Mahindra Group, founded in 1945, which is the most admired multinational federation of companies with 260,000+ employees in over 100 countries, known for its leadership in various industries including farm equipment, utility vehicles, IT, and financial services in India and is the worlds largest tractor company by volume. It also has a strong presence in renewable energy, agriculture, logistics, hospitality, and real estate. The group's focus is on leading ESG globally, enabling rural prosperity and enhancing urban living, and driving positive change in the lives of communities and stakeholders.

With the NXT. NOWTM framework, we aim to enhance human-centric experiences for our ecosystem and drive collaborative disruption with synergies arising from a robust portfolio of companies. We aim at delivering tomorrows experiences today and believe that the Future is Now.

Вебсайт компании: http://www.techmahindra.com

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