Quality Manager

Principal Accountabilities (Key Result Areas) 

• Facilitate & drive quality and continuous improvement projects. 

• Be a part of the Quality initiative to roll out ISO, COPC, Six Sigma and other quality standards. 

• Design and development of quality related initiatives (COPC, ISO, Six Sigma, and ensure quality measures are aligned with overall Business objectives. 

• Provide support towards continuous improvement programs like Six Sigma across various functions to create and enhance value to clients. 

• Track and report performance on organizational objectives and engagement objectives (Balanced Scorecard) & drive productivity score. 

• Support Quality managers in tracking performance against organization objectives. 

• Work with Service Delivery Leads to optimize the quality of the assigned projects by recognizing, enhancing and sharing quality best practices. 

• Prepare quality improvement plans and monitors calibration levels. 

• Conduct Quality audits to ensure the quality systems are being implemented consistently and effectively

• Establish & Drive Six Sigma program as an integral part of the daily business. 

• Monitor and audit the deployed processes for effectiveness and efficacy. 

• Develop goals, objectives and plans for six sigma and provide innovative leadership to drive quality performance within the business. 

• Direct the improvement in the various processes, recognize the need for changes, and initiate appropriate improvement actions to enhance operating effectiveness while reducing total costs and increasing the productivity gains. 

• Be responsible for compliance of the Service Level Agreements (SLAs). Responsible for the Visual Management of dashboards and metrics of their respective shop floors. 

• Supporting key stakeholders (like Operations & BD) in building repository of case studies of the projects / initiatives that have driven business impact. 

• Coach and Mentor Green Belts. Ensure effective selection, assignment, motivation, development, performance management and recognition of employees.

Requirement :

• Preferable to have knowledge who have manage Airlines/ Travel Background client

• Team player, multi-tasker, high attention to details, strong follow up and a great memory.

• Has excellent communication, interpersonal, and negotiation skills.

• Customer satisfaction survey

• Other key management attributes & Key Performance Indicators (KPIs) as agreed.