[ref. d6658324] Quality Manager
tanishasystems Dallas
Detailed JD A Service Quality Assurance Manager (SQA) is responsible for improving Customer Satisfaction through proactive issue identification, ensuring timely resolution of customer complaints, conducting CSAT surveys. He/she is responsible to ensure compliance to governance practices (SDR/MBR & QBR) within the account.
Drive Continual Service Improvement Projects (Lean, Six Sigma ) to address key account & customer challenges. Drive Quality Assurance to ensure consistent & predictable delivery of services through implementation of Account Quality Plans & Wipro Standardization practices (Eg: DMI This is a very critical position and involves interaction with customer and Wipro leadership.
It contributes to the overall success of the program. Overall Responsibility: Own and drive customer satisfaction, process compliance & continuous service improvement for the assigned account(s) Facilitate customer satisfaction surveys (ACSAT & Project CSAT), analyse feedback, develop action plan to improve customer perception and track to closure (link removed) Ensure ITIL operational process compliance for the program to deliver the services.
Set up and improve ticket level customer satisfaction (TCSAT) and Deploy ticket audit processes/BOT. Own and manage continuous improvement program/themes (SIPs, BVM, Lean Six Sigma) Showcase process improvements and present quality parameters to customer on an on-going basis.
Conduct regular reviews of the account health/ service delivery status and identify critical risks proactively and track it to closure. Ensure SLA compliance, facilitate in conducting RCA for SLA misses and action planning. Facilitate internal & external audits (ISO9K, ISO20K & CMMI for Services) Train and mentor account teams on the process frameworks and improvement methodologies Required skills & Experience: Excellent communication & stakeholder management skills.
Good analytical & problem-solving skills. Prior experience of working in customer facing roles either in Delivery or Quality preferably in Infrastructure Services or Digital Operations (link removed) Prior experience of working / managing voice processes / customer service support.
Drive Continual Service Improvement Projects (Lean, Six Sigma ) to address key account & customer challenges. Drive Quality Assurance to ensure consistent & predictable delivery of services through implementation of Account Quality Plans & Wipro Standardization practices (Eg: DMI This is a very critical position and involves interaction with customer and Wipro leadership.
It contributes to the overall success of the program. Overall Responsibility: Own and drive customer satisfaction, process compliance & continuous service improvement for the assigned account(s) Facilitate customer satisfaction surveys (ACSAT & Project CSAT), analyse feedback, develop action plan to improve customer perception and track to closure (link removed) Ensure ITIL operational process compliance for the program to deliver the services.
Set up and improve ticket level customer satisfaction (TCSAT) and Deploy ticket audit processes/BOT. Own and manage continuous improvement program/themes (SIPs, BVM, Lean Six Sigma) Showcase process improvements and present quality parameters to customer on an on-going basis.
Conduct regular reviews of the account health/ service delivery status and identify critical risks proactively and track it to closure. Ensure SLA compliance, facilitate in conducting RCA for SLA misses and action planning. Facilitate internal & external audits (ISO9K, ISO20K & CMMI for Services) Train and mentor account teams on the process frameworks and improvement methodologies Required skills & Experience: Excellent communication & stakeholder management skills.
Good analytical & problem-solving skills. Prior experience of working in customer facing roles either in Delivery or Quality preferably in Infrastructure Services or Digital Operations (link removed) Prior experience of working / managing voice processes / customer service support.
Experience in implementing ISO standard and previous experience in planning for Audits. Prior experience in leading Lean / Six Sigma projects as Lead or a team member. Exposure to Lean Six Sigma, ITIL framework
Dallas
Overview:
dnata ALX is hiring a Cargo Compliance and Quality Manager at DFW Airport
Salary $75,000
• 401(K), paid PTO, Competitive company benefits *
We are “Reconnecting a Better World” through our best-in-class team of dedicated, passionate...
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• Implement and maintain incoming and outgoing inspection programs.
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AtWork Personnel - North DallasCarrollton, 6 mi from Dallas
and electronic parts (including PCBs, and cable assemblies) and in-process, final and shipping inspections on electro-mechanical assemblies used in the semiconductor industry.
The candidate will implement quality management system procedures, work instructions...