Quality Expert
- BT Group
- 2 - 4 years
- Noida, Gurugram
- 3 months ago
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Job Description
Role & responsibilities
- Reduction in complaints and potential fines and penalties. Reduction in avoidable waivers / credits.
- Carry out sample checks.
- Delivering Lean six sigma based projects for the aligned business and help improve business metrics in addition to Operational KPIs.
- Management of quality framework based on be-spoke requirements of the GBS Ops teams / CFUs and the maturity of operations.
- Follow through tasks and take ownership to ensure they are completed to the required standards.
- Delivering excellent customer service without compromising business needs
- Escalate queries to a team manager as appropriate, and ensure these hand-offs are completed in a timely fashion.
- Ensure all tasks are handled within required service standard.
- Maintain regular and consistent attendance, punctuality and appearance.
- Pursue personal development of skills and knowledge necessary for the role, and take responsibility for own learning.
- Analyse and interpret financial statistics and other data and produce relevant reports.
- Adhere to stated policies and procedures relating to quality management.
- Think out of the box to deal with in-life process issues to meet customer SLA.
- Test whether processes are as per agreed specifications, corporate standards, architecture and methods.
- Undertake measurement and analysis of processes to identify improvement opportunities.
- Implement process/procedural change.
Preferred candidate profile
- Reduction in complaints and potential fines and penalties. Reduction in avoidable waivers / credits.
- Carry out sample checks.
- Delivering Lean six sigma based projects for the aligned business and help improve business metrics in addition to Operational KPIs.
- Management of quality framework based on be-spoke requirements of the GBS Ops teams / CFUs and the maturity of operations.
- Follow through tasks and take ownership to ensure they are completed to the required standards.
- Delivering excellent customer service without compromising business needs
- Escalate queries to a team manager as appropriate, and ensure these hand-offs are completed in a timely fashion.
- Ensure all tasks are handled within required service standard.
- Maintain regular and consistent attendance, punctuality and appearance.
- Pursue personal development of skills and knowledge necessary for the role, and take responsibility for own learning.
- Analyse and interpret financial statistics and other data and produce relevant reports.
- Adhere to stated policies and procedures relating to quality management.
- Think out of the box to deal with in-life process issues to meet customer SLA.
- Test whether processes are as per agreed specifications, corporate standards, architecture and methods.
- Undertake measurement and analysis of processes to identify improvement opportunities.
- Implement process/procedural change.
- To manage individual work-package elements in support of larger initiatives and programmes.
- To promote the use of processes, systems and procedures that supports the business.
- To compile and analyse process/systems/organisational performance metrics.
- Act as a contact / co-ordinating point for Quality issues
- Provide information for annual review of the Management System
- Compliance Culture- To deliver programs to create awareness and provide trainings around standards, policies and processes to develop Compliance Culture across GBS. To promote the use of processes, systems and procedures that supports the business.
- Reporting- To produce business intelligence reports and dashboards to raise awareness, analyse process/systems/organisational performance metrics and report progress/status of Quality Programs at senior management level.
- Compliance Solutions - Delivering specific and specialist compliance solutions to ensure that GBS's Compliance Framework is robust and underpins the Best Connected Plan. To investigate and resolve potential compliance incidents. Ensure compliance with established policies, procedures and internal controls to protect the organizations interest.
- Internal Control Understanding the process flows and undertaking audits and control testing as per the agreed audit plan, and tracking audit actions to closure and driving process improvement initiatives and control implementations.
- Influencing team management/team members across GBS business units regarding quality requirements for GBSs products and services, appropriately identifying, managing and mitigating all risks.
- Training - Conducting trainings on quality initiatives such as Quality Improvement Process, Six Sigma, TL 9000/ISO awareness ,problem solving process, Sustainability, etc.
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Customer Success, Service & Operations, Role Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: BT GroupLocation(s): Noida, Gurugram+ View Contact
Keyskills: Continuous Improvement Lean Six Sigma Quality Control Voice
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