Job Description

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Role & Responsibilities: * Planning, scheduling and conduct Process conformance checks

• Monitor adherence to SLA and KPI
• Analyze trends and highlight any risk to meeting the SLA
• Process implementation, process compliance and account/project delivery dashboards
• Conduct internal audits and facilitate certification / surveillance ISO 9001:2008 audits
• Prepare presentations using MS PowerPoint for reporting requirements
• Prepare QA dashboards based on conformance checks conducted
• Assist in setting up QA methodology
• Facilitate third party audits such as certification / re-certification / surveillance audits
• Work with account to ensure audit readiness
• Govern the Quality methodology and framework
• Support Process definition, deployment and support activities
• Monitor and ensure adherence to ISO standards, contractual requirements and client specified controls
• Facilitate different meetings like vertical reviews, dashboard walkthrough and deep dive of errors / complaints.
• Monitor and report progress on improvements stated in Quality plan
• Conduct trainings on BPO QMS
• Work with teams at multiple levels of the organization across towers & functions. S/he would also be interacting with stakeholders directly, both domestic & international. The incumbent will be able to enhance his skill, knowledge and capability through cross-functional learning and exposure through both functional and management interactions.
• Process implementation, process compliance and account/project delivery dashboards

Skills required: * Graduate

• Expert Proficiency in MS Office tools
• MS Excel
• MS PPT
• Excellent communication skills
• Should be able to comprehend business needs and deploy the same into meaningful reports
• Is able to probe end customers for required data if necessary
• Should be a proactive communicator
• Logical thinking in gathering, analyzing & interpreting data for an Executive level of Management to facilitate decision making process
• Should be able to re-cut data into various meaningful reports
• Ability to solve complex problems and take crucial decisions based on available
• Ability to work under pressure, manage deadlines and effectively prioritize work
• Should be inclined towards improvement
• Adaptable to changing demands and conditions
• Self motivated
• Open for any shift & extended hours
• Good planning and organizational skills
• Result Oriented approach to activities

Skills:

PRIMARY COMPETENCY : Quality Control PRIMARY SKILL : Quality-Voice PRIMARY SKILL PERCENTAGE : 100

About Company:

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. We have been recently felicitated by the economic times as the most distinguished digital company 2015. We have also been ranked 29 of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.