Senior Quality Process Manager

JOB PURPOSE:

The Sr Quality Manager oversees and manages the full quality control cycle, designs quality management system, develops sustainable improvements in operations, provides recommendations for process development, and leads standardization and documentation of team processes and procedures required by IGT to further drive reliability and consistency of operations procedures and protocols.

ORGANISATIONALCHART:

VP Head-Quality Manager-Quality -- Assistant Manager-Quality

Sr. Executive-Quality Executive-Quality

PRINCIPLE ACCOUNTABILITIES:

Oversees and manages the Quality Control team

Manage the Continuous Improvement of the Quality Control Team

Support activities include assessment activities related to the Quality Program, identification of risks and recommendations, draft QA documentation and conduct in depth quality assurance reviews

Lead/participate in maintenance of standard processes and new process releases and provide coaching for institutionalizing them

Conduct Root Cause Analysis for problem contracts Perform as a Recovery Resource on problem contracts

Available to be leveraged as a resource (if available capacity) for Project/Program Management mobilization

Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts, etc.)

Manage and participate in special projects as requested by Leadership Manage Quality Assurance pool including certifications, re-certifications and the assignment process

Develop requirements for Quality Assurance capability development and the maintenance of Quality Assurance skills and expertise

Driving reporting and analytics requirements for Quality Assurance management

Facilitate and administer Quality Assurance performance/recognition feedback

Participate in program development and continuous improvement initiatives

Assist Project Management in process metrics definition/collection and maintenance and bringing in statistical analysis techniques for increasing predictability of the development process Contribute and participate productivity improvement initiatives

Provide clear governance on quality tasks relative to insights generation and innovation

Ensure quality measures align with program outputs or SLAs

Ensures the implementation of regular coaching sessions with team members, recognizing strengths and develop action plans to address areas for improvement

Create developmental road maps for Quality personnel

Proactively Communicate relevant observations or findings with all stakeholders

Establish standardization and documentation of team processes and procedures.

EDUCATIONAL QUALIFICATIONS & EXPERIENCE :

• Bachelor's Degree holder, but also open to undergraduates with strong related experience

• Needs to have 3 5 years of experience as Quality Manager
• Must have at least 10 years overall experience and 5 years solid leadership experience
• Can identify and assess complex problems for area of responsibility.
• Creates solutions in situations in which analysis requires an in-depth evaluation of variable factors.
• Requires adherence to strategic direction set by senior management when establishing near-term goals
• Must have extensive work experience in QA
• Can interact with senior management at a client and/or within IGT, involving matters that may require acceptance of an alternate approach.
• Project management experience is a plus.

FUNCTIONAL COMPETENCIES

• Leadership and Managerial Abilities
• Analytical and Methodical Abilities
• Problem Solving Ability
• Customer Management
• Coordination / Team Work
• Business and Commercial Acumen
• Building and Nurturing Partnerships

BEHAVIORAL COMPETENCIES

• Achieve Results
• Service & Delight your customers
• Collaborate and Partner with others
• Engage, Inspire and Develop People
• Nurture Innovation & Lead Change
• Think Like an Entrepreneur

SKILLS, OTHER ABILITIES :

• Excellent people and team management skills
• Excellent analytical and problem-solving skills
• Excellent oral and written communication skills
• Initiative, independent, and customer focused
• Focused towards compliance with clients policies and procedures
• Excellent in managing workflows and forecasting and mitigating risks
• Excellent in operational excellence
• Lead and coach the Team Leads and Assistant Managers on process knowledge and team management
• Excellent in handling customer escalations
• Experience in International BPO
• Should know about the key Quality concepts, methodology
• High Statistical & Analytical Skills
• Should have demonstrated ability to take decisions in high risk environment
• Should be able to Manage client interaction
• Knowledge of GDS/CRS (Reservations/ Ticketing/ Fares)
• Exposure on ISO 9001, 27000 implementation & audits preferred
• Lean certification & ISO lead auditor certification is preferred

PERSONAL CHARACTERISTICS & BEHAVIOURS

• Organized and Methodical
• Ability to Multi Task
• Ability to train and mentor
• Flexible and adaptive to work schedules
• No criminal records
• No active violations and/or disciplinary memos
• Has positive behaviour and background
• High level of integrity, judgment, accountability, and follow-through

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.