Quality Manager

Job Profile

Provide clear execution leadership as a part of service delivery team for the development of an environment focused on Quality standards. Develop quality-process links with customers and service delivery team in line with the WAISL’s Integrated Management System (including but not limited to: ISO 9001, ISO 27001, ISO 20000, ISO 22301 Standards & CMMI-Dev & Svc Model).

Implement Quality Assurance Plans, conduct quality training & CSAT and Implement ITIL processes and oversee continued compliance and embedding across the business.

Responsible for maintaining relationships with customers and suppliers to maximize Quality of Service Delivery, profit potential and ensure efficiency. Manage the audit program as well as supplier development and improvement and play a key role in ensuring quality in project deliveries.

Work proactively with all Service Delivery heads, Cyber Security Teams, Operations Teams, Applications & System engineering Teams, Managers, Supervisors and Employees, to maintain a program of continual improvement within their areas of responsibility. Lead the team to achieve quality targets for customers and business goals.

Educational Qualifications:

▪ Bachelors in TQM / B. Stat / B. Tech from a Premier Institute. ▪ Certified PMP, Six Sigma Green Belt & CMMI Associate is preferred.

▪ Quality Certifications (Preferred to have Lead Auditor for ISO 9001 / 27001 & 20000) DESIRABLE KNOWLEDGE & SKILLS

▪ 10+ Years of experience as Quality & Process Excellence practitioner with at least 5 years in IT Quality Operations involving Customer Support, Service Request Management, Team Management, Project Management.

▪ Experience in CMMI-Dev & Svc L 3/5 assessment life cycle

▪ Sound Knowledge of Quality Management Processes, Software Development Lifecycle (SDLC), Agile, waterfall and ITIL best practices.

▪ Strong insights about Quality Measurement Framework & Metrics

▪ Experience in IT Organization is preferred.

▪ Strong functional knowledge of Six Sigma, Statistical tools like Minitab, Quality & Process re-engineering.

▪ Excellent leadership and interpersonal skills.

▪ Ability to manage a variety of cross-functional team members.

▪ Excellent written, verbal and presentation skills.

▪ Competent in problem solving, team building, planning and decision making.

▪ Excellent in preparing documents & process workflows & roadmaps.

▪ Should be familiar with IT technical design documents & architecture.

Note : 'CMMI L5 implementation exposure', ISO 9001, ISO 27001, ISO 20000, ISO 22301, Service Delivery Excellence, Knowledge of Statistical Tools like Minitab, Trainings on CMMI/Information Security/Process Optimization/ISOs/Inductions etc.