Job Description
Roles and Responsibilities
Synopsis of RoleAffinityX is looking for a Quality Manager responsible for managing Quality team, reviewing the overall Transaction Quality strategy and enabling operations teams by doing a deep dive in gaps identified, improve coaching skills of team managers. Quality team is also supporting training & Operations team by way of need identification. He/she will also play a significant role in the development of a successful, effective quality team.This ideal candidate has the ability to dive deep to include root cause analysis and develop action plans in support of driving process.He/She, should demonstrate team leadership, understand team dynamics, and assign team member roles and responsibilities. Quality Manager should be able to identify areas of improvement and drive high impact projects with quantifiable results.Key Responsibilities:Accountabilities, Responsibilities And Main DutiesQuality ControlThe Quality Manager will be responsible for quality team and defining and designing the quality frameworks (Internal & External). A detailed requirement for Quality Manager is mentioned below: -•Manage a QC team across various verticals with direct reports of Quality team leads•Establish quality control practices across all function lines.•Establish, implement and document procedures, process and policies in line with company goals and best practices followed by the AffinityX•Work closely with Senior Manager / Vertical Heads in establish the right practices as per the industry best practices.•Review all feedback and escalation for corrective actions.•Own establish and implement the long-term goals in Quality Management framework.•Periodic training need identification based on volume drivers.•Drive culture of Continual improvements and lead improvement projects.•Re-visiting the internal quality control process and look out for opportunity areas.•Monitors all Quality activities, test results, leaked defects, root cause analysis, identifies areas of improvement and implements steps required to improve processes•Defining Quality Control framework for new processes or business in transition.•Be first line of defence by conducting quality audits of process and releasing an independent report to the Senior Manager and Head of the function.•Ensure all internal and external audit observation are closed on time with high quality corrective actions implementations.•Manage records to ensure compliance•Identify area of opportunities for the business from a customer perspective and implement actions plans to improve end to end customer experienceTeam Management•People Management (leadership, stakeholder management, QA team management)•Formulate, Implement, track career path & Individual Development Plans of each member in the team•Metrics Management through regular reviews and delivering specific metric goals against targets•Manage the team of Quality Leads and mentor them as required to accomplish business goals and career progression.Reports & Compliance•Provide timely and qualitative reports to the management.•Knowledge of various reporting dashboards and tools•Ensuring data management for reports generated.•The role will also be required to ensure all required documentation for certifications (ISO) is established and implemented across quality team.•Ensure compliance as required by the AffinityX.•Ensure compliances to Organizational policies like code of conduct, IT policy etc.
Desired Candidate Profile
Basic Qualifications• 5+ years’ experience in managing a Quality team, which is involved in transactional quality measurement and reporting.• Experience defining program requirements and using data and metrics to determine improvements• Experience working cross functionally with operations, support, tech and non-tech teams• Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.• Demonstrated experience in managing quality/operations teams in Marketing, Advertising, Print Media, Pagination, Design and Artwork.• Demonstrated ability managing and developing large high performance teams of analysts/managers is required.• Command in Google data studio, Excel and other MS Office programs. Experience of reporting and data analytics.• Ability to work under pressure in a fast-paced dynamic environment.• Clear and Logical thinking with an ability to deal with ambiguity.Preferred Qualifications• A Graduate from a reputed University / College.• 5+ years of Team Management experience in managing a quality team.• Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills4. Skills required:• Knowledge of a range of Six Sigma tools, techniques and solutions• Strong analytical skills & Knowledge of QC tools• Strategic thinking and execution• Ability to think differently and out of the box solution• Process management• Ability to conduct end to end process mapping and managing process improvements• Sound knowledge of tools/technologies in ITES and support functions• Ability to develop process frameworks• Knowledge of project management and project execution• Flexible and dynamic personality• Excellent spoken and written communication. Assertive and confident raising action points with senior individuals• Collaborate with cross-functional business units to identify potential improvement opportunities and quantify the same• Strong interpersonal and communications skills• Stakeholder management• Ability to get consensus and buy out from all stake holdersSkills – Must have:• Certified Six Sigma Green Belt/Black Belt with proven Sigma Sigma projects• Experience in mentoring staff and leading projects