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Cognizant
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Service Delivery Manager - Quality Manager

Service Delivery Manager - Quality Manager

Cognizant

8 - 9 years

35 - 50 Lacs

Bengaluru

Posted:1 day ago| Platform:

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Skills Required

project management six sigma data analysis analytical dmaic interpersonal skills minitab root cause analysis dfss microsoft office suite excel software quality management operations service delivery service delivery management word powerpoint communication skills jira

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for a Quality Manager with a Black Belt certification in Six Sigma to oversee our BPO operations quality teams. This role requires a strong understanding of Six Sigma methodologies and a proven track record of implementing successful quality improvement projects and managing quality teams. The ideal candidate will be a highly motivated and results-oriented individual with excellent communication, analytical, and problem-solving skills.

Key Responsibilities:

Develop and implement quality management systems: Establish and maintain robust quality management systems (QMS) aligned with industry best practices and regulatory requirements.
Conduct quality audits: Perform regular internal and external quality audits to identify areas for improvement and ensure compliance with established standards.
Drive Six Sigma initiatives: Lead and participate in Six Sigma projects to identify and eliminate root causes of defects, reduce process variation, and improve operational efficiency.
Analyze data and generate reports: Collect, analyze, and interpret data related to quality performance, identify trends, and generate reports to track progress and communicate findings to stakeholders.
Develop and deliver quality training: Design and deliver training programs to BPO employees on quality standards, methodologies, and best practices.
Monitor and analyze customer feedback: Gather and analyze customer feedback to identify areas for improvement in service delivery and customer satisfaction.
Collaborate with cross-functional teams: Work closely with other departments (e.g., Operations, Technology, Human Resources) to ensure seamless integration of quality initiatives across the organization.
Stay abreast of industry best practices: Stay informed about the latest industry trends, technologies, and best practices in quality management.

Qualifications:

Bachelor’s degree .
Six Sigma Black Belt certification is mandatory.
Minimum of 10 years of experience in a Quality Assurance or related role within a BPO environment.
Proven experience in implementing and managing quality management systems and teams
Strong analytical and problem-solving skills with the ability to analyze data and identify root causes of issues.
Excellent communication and interpersonal skills with the ability to effectively communicate with all levels of the organization.
Strong project management and organizational skills with the ability to manage multiple projects simultaneously. 1
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
Experience with quality management software (e.g., Minitab, JIRA) is a plus.

Key Skills:

Six Sigma methodologies (DMAIC, DFSS)
Quality Assurance principles
Root Cause Analysis
Data Analysis and Reporting
Process Improvement
Customer Satisfaction
Communication and Interpersonal Skills
Project Management
Problem-Solving
Leadership

Job Environment:

ull-time position working from the office

Permanent Night shifts (US shift timings)

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Cognizant

IT Services and IT Consulting

Teaneck New Jersey

10001 Employees

2955 Jobs

Key People

Brian Humphries

CEO
Gina Schaefer

CFO
Ranjan Kalia

President, Cognizant North America
Katherine H. (Katie) Talarico

Chief Marketing Officer

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Service Delivery Manager - Quality Manager