QC Manager - Service Delivery at BlackBox

, , India -

Full Time

Start Date

Immediate

Expiry Date

26 Mar, 26

Salary

0.0

Posted On

26 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Management, Continuous Improvement, Data Analysis, Cross-Functional Collaboration, Training Development, Metrics Tracking, Customer Feedback Analysis, Process Improvement, Quality Assessment, Governance, Delivery Operations, Root Cause Analysis, Quality Documentation, Stakeholder Coordination, Quality Training Programs, Quality Score Reporting

Industry

IT Services and IT Consulting

Description

Role Description • Complete ownership of quality management processes and initiatives across the organization; decide and monitor delivery quality metrics to be tracked across the organization • Accountable for maintaining account level quality requirements and collaborating with ADMs and PMs to drive delivery quality and issue resolution • Collaborate with cross-functional teams to embed quality checks and continuous improvement actions throughout the delivery lifecycle Key Responsibilities Define and manage delivery quality framework across accounts • Create and update quality management policies, templates, and review checklists for use by delivery teams • Develop criteria and measurement methods for quality index and delivery quality score reporting Track key quality metrics and drive corrective actions • Monitor COQ/COPQ, CSAT trends, and delivery deviation patterns; identify performance dips or systemic delivery issues and initiate process improvement initiatives • Coordinate with ADMs and Delivery Ops to validate accuracy of quality data across accounts Drive governance for 'at risk' accounts and low-CSAT accounts • Conduct independent quality assessment to raise early triggers to "Red"/"Yellow" engagement; review customer feedback on these accounts and ensure action plans are in place • Monitor closure of audit observations, process gaps, and delivery defects across team Lead continuous improvement and quality capability initiatives • Proactively reach out to customers in collaboration with ADMs to identify parameters against which delivery quality should be evaluated • Design and run delivery quality trainings, workshops, and playbooks for ADMs and PMs; track if key quality trainings & audits as required across projects are being conducted • Publish monthly and quarterly quality scorecards for leadership, highlighting improvement areas KPIs • Quality index score • Delivery Quality score (COQ, COPQ) • % of accounts with CSAT > target • % of quality trainings completed by delivery teams KRAs • % reduction in COPQ across verticals • % improvement in quality index quarter-on-quarter • # quality management trainings conducted Key Interfaces • Collaborate with ADMs to undertake root cause analysis for low CSAT scores or customer complaints and create actionable plans for score improvement • Work with ADMs to roll out quality metrics and reviews • Collaborate with Delivery Ops on data accuracy, reporting cadence, and audit trails • Interact with PMs for tracking tech-level issues impacting service quality • Coordinate with all relevant stakeholders on closure of observations found in audits and ensure completeness of quality documentation • Partner with HR and L&D to drive delivery quality training programs • Liaise with Quality SPOCs across Horizontals to align standards and share best practices

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Responsibilities

The QC Manager is responsible for overseeing quality management processes and ensuring delivery quality across the organization. This includes defining quality frameworks, tracking metrics, and driving continuous improvement initiatives.