Job Description

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The Delivery Quality Assurance (DQA) Professional ensures set up, review, audit and improvements of quality.They are responsible for supporting an engagement set up, facilitating smooth transition from sales and ensuring Capgemini as well as contractual requirements are addressed. They define and adapt processes and process assets as per BU/account/engagement needs to enable standard way of working. They will monitor engagement execution through regular reviews and tracking of planned activities and actions and aid Delivery Governance through inputs, analysis, early alerts and suggesting potential mitigation actions. They are responsible for interacting with Client teams as required and supporting the Client or third-party audits on engagements. They collaborate to identify and drive improvements (engagement/account level) to provide benefit to Capgemini as well as Client (using techniques such as Six Sigma, Lean etc.) alongside providing consulting services to engagements/accounts/Clients in areas such as Agile, Service Management, Six Sigma, Lean etc. They may also assist in sales/bid process by providing inputs related to Capgemini processes, Delivery Governance, process assets and platforms.

- Grade Specific

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Delivery Quality Assurance Manager Plan and manage set up, execution, reviews, process improvements, process definition and adaption of process assets, delivery governance support for 5-6 engagements, sales enablement, stakeholder management

Responsible for driving the continuous improvement initiatives / projects and implementing QMS for the assigned engagements. This includes

Creating a continuous improvement culture across the global BPO by fostering the Lean, digital transformation methodologies.

Ensure the Continuous Improvement approach across Engagements and Centers

Responsible for mentoring Lean six sigma projects using digital transformation & robotic process automation

Responsible for ensuring improvement in organization DNA (Training on Lean & Six Sigma)

Supports process alignment based on best in class processes

Balance Scorecard for leadership reporting

Fosters the global sharing of innovation, new methodologies and benchmarking

Support Big Data analytics and Cloud Computing services

Requirements:

Should be at least BB certified with exposure to leading Lean Six Sigma projects

Exposure to the current automation tools and its implementation

Preferred with BPO experience of 15+ years in driving process improvement, process transformation

Should have knowledge on different RPA strategies & RPA products (certification added advantage)

Advantage to have knowledge in:

Dashboard & reporting tools like Power BI, Tableau, Qview

Algorithms using R /Python/SAS programming

Chatbots, Artificial intelligence, Process mining tools

Cloud services & Analytics

AGILE based project management

Skills (competencies)

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Active Listening

Adaptive Thinking

Analytical Thinking

Assertiveness

Attention to Detail

Business Agility

Change Management

Conflict Management

Continuous Improvement

Decision-Making

Emotional Intelligence

Financial Control

Influencing

Innovation

Managing Difficult Conversations

Negotiation

Proactiveness

Problem Solving

Project Governance

Project Management

Project Planning

Project Reporting

Project Tracking

Relationship-Building

Risk Assessment

Risk Management

Scope Management

Stakeholder Management

Strategic Governance

Strategic Thinking

Team Management

Time Management

Unified Project Management (UPM)

Unified Service Management (USM)