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    Quality Manager - Dallas, United States - Tanisha Systems

    Tanisha Systems
    Tanisha Systems Dallas, United States

    6 days ago

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    Description
    Detailed JD
    • 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
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