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Senior Manager Quality Assurance

Fresher   Chennai   04 Jun, 2026
HCL Technologies Ltd
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaFinance / Accounts / Tax
EmploymentTypeFull-time

Job Description

    Roles & Responsibilities:
    • Lead multiple engagements and be responsible for resolving complex business problems
    • Design/Deploy Service Quality framework that provides insights into the business conditions for enhancing process efficiency, improve quality and aide predictability of Operations Health
    • Ability to understand, define & monitor the business indicators (Lagging & Leading Indicators)
    • Sound understanding of Early Warning system(s) and be able to design as per business need
    • Expertise in performing Risk & Controls assessment/FMEA and create/propose a robust controls framework
    • Create Process Health Dashboards & reports, perform ad-hoc analysis, and implement action plans
    • Drive ongoing/ identified service assurance initiatives, continuous process improvement program
    • Accountable for data accuracy, timeliness and overall quality of the overall work product
    QUALIFICATIONS Degrees, Certifications, Experience:
    • Excellent knowledge about service quality both in Operations and support functions. Preferred domains: BFSI, F&A, OTC, CX
    • MBB Trained/BB certified
    • MBA or PG degree preferably in Business Administration/Engineering
    • Minimum 10-14 years of experience in service quality, project mgt., quality management system for service industry
    SKILLS:
    • Expertise in designing service quality framework
    • Hands on experience in solving complex problems through six sigma approach
    • Sound understanding of business transformation concepts and frameworks
    • Sound understanding of business metrics & how support impacts those
    • In-depth understanding of Quality management system, Operations and Support functions
    • Proficiency in process improvement initiatives
    • Customer centricity and effective program management skills
    • Excellent analytical, data visualization, problem-solving and advisory ability
    • Excellent in Advanced MS-Excel, PowerPoint, Minitab, MS-Visio usage. Preferred: SAP, Tableau knowledge

Keyskills :
six sigmaqmsblack beltdmaicquality

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