Tech Mahindra Hiring For Service Desk Quality Manager- Hyderabad

Tech Mahindra Hiring For Service Desk Quality Manager- Hyderabad

Tech Mahindra Hiring For Service Desk Quality Manager- Hyderabad

Tech Mahindra Hiring For Service Desk Quality Manager- Hyderabad

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tech mahindra ltd3.6(10521 Reviews)

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10 - 20 years

Not Disclosed


Job description

Tech Mahindra hiring for Service Desk Quality Manager role for Hyderabad location



Roles and Responsibilities

  • Ability to provide direction and motivation to build high performing team of QA/QTL/AQM;
  • Implement & Drive Transactional and Delivery Quality across the span of support;
  • Work closely with various cross functional teams to drive implementation of QMS & transition of new account/services;
  • Catalyst to bring change in the process / function using proven methodologies like Lean/Six Sigma and PDCA but not limited to this;
  • Responsible for Project governance including identification, approval of project charters, tracking of project status, effective closure of projects and delivery of target, financial and metric benefits;
  • Lead new process design (Designing As-is & To-be Process Mapping) and propose alternate business process designs in consultation with internal/external customers;
  • Develop new solutions for prospect clients & participate in RFPs;
  • Promote and govern sharing of best practices from other accounts/ locations /processes to improve performance;
  • Design and impart training on Operational Excellence Tools (5S, RCA, Lean, six sigma, Standard Work, Continuous Improvement & GEMBA) to team members & evaluate training effectiveness
  • Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted;
  • Be the data hub of Quality with all data in hand Headcount, allocation, surveys, appraisal, Quarterly performance ratings etc;
  • Should be able to handle & achieve the departmental requirements including ad hoc tasks.

Applicants Specifications & Qualification

  • Graduation / post-graduation (any discipline) with 12 -15 years of experience of working in IT infrastructure / application support / Service Desk environment;
  • Needs to have good working knowledge of Transactional Quality systems, ITSM tools and technologies involved in Service desk;
  • Managing large teams across time zones / remotely is a must;
  • ITIL®4 / V3/V2 knowledge is a must ;
  • Six Sigma Green Belt trained & certified with hands on expertise on leading projects;
  • Demonstrate excellent inter personal skills, communication & Presentation skills with an ability to present ideas and solutions in a logical manner;
  • Exposure to QMS models / internal auditor trained on international standards like ISO 9001, 20000, 27000 will be strong advantage;
  • Committed to work within challenging environment & to deliver expected outcomes during stringent timelines;
  • Ability to manage Internal & external client with a strong conflict management skill;
  • Self-motivated Team player;
  • Excellent skills on Excel/Quality Tools / Data Analysis /PowerPoint/Analytical Skills /Reporting.



RoleAssociate/Senior Associate -(Technical)

Industry TypeBPO, Call Centre, ITeS

Functional AreaITES, BPO, KPO, LPO, Customer Service, Operations

Employment TypeFull Time, Permanent

Role CategoryBack Office/Web/Transaction Processing


UG :Any Graduate in Any Specialization

PG :Any Postgraduate in Any Specialization

Key Skills

Quality managerRCA7QC toolsHelpdeskService desktransactional qualityITSMQuality ManagementService nowITILIT Infrastructure