Job Description

Job Description About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. Quality Manager JL 5B - Proven CS /Tech Support experience in managing overall effectiveness and other Quality Interventions. - Ensure adherence to Quality framework for existing scope and help highlight the process improvement areas - Participate in client discussions to understand the problem faced by clients and articulate the same to internal stakeholders based upon data analysis - Experience in leveraging industry leading Quality audit platforms such as Verint, NICE or similar tools to drive enhanced user experience and efficiency of the Quality Team - Diagnosis and implementation of improvement opportunities to solve chronic business challenges focusing on process effectiveness and efficiency. Added advantage if certified as Six Sigma Green/Black Belt - Enhance key Customer and User Experience metrics such as NPS/CSAT by driving focused initiatives by partnering with delivery and client teams - Analyze complex data and share key process and business inferences/insights with the leadership team, including proactive operational risks and challenges. - Project manage complex change initiatives by partnering with clients and drive design enhancements - Collaborate with Work Force Management (WFM) team to drive optimization initiatives including support in effort estimation, planning etc. - Work closely with the Training Team to drive key Knowledge Management initiatives and close loop implementation of training need analysis - Strong communication skills and ability to represent Infosys BPM Quality as part of Senior Leadership reviews and potential client visits - Ability to lead large Quality teams and constantly collaborate with external/internal and Global Quality teams to for successful execution of deliverables Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.