Job-Quality Manager with HP in Bangalore

Experience required for the Job: 8 - 15 years

Annual Salary of the Job: 9.0 - 15.0 Lacs

Job Location: Bengaluru/Bangalore

Greetings from Hewlett Packard!!!! 

Please send your updated profile with following Details:


Please send your updated profile @tyagi@hp.com


Mandatory-


ITIL Foundation/OSA certified -yes/NO
Worked 10Yrs in ITES environment
Excellent analytical skills-yes/NO
Excellent presentation skills-yes/NO
Minimum 3yrs of exp in people manager -
Has lead a quality assurance team.
Process innovation/inventions
Preferably MBA
Green/Black belt certified (compulsory)
Ready to relocate to bangalore-yes/No
CTC-
ECTC-
Current Location-


JD:


Quality Manager
Job Level Definition
We provide the highest level of customer satisfaction by tailoring services to meet specific Client requirements along with the use of cutting-edge technologies leading to high levels of accuracy and speed. Applies basic foundation of a function's principles, theories and concepts to assignments of limited scope, Utilizes professional concepts and theoretical knowledge acquired through specialized training, education or previous experience, Exercises independent judgment within defined parameters, Develops expertise and practical knowledge of applications within business environment and Acts as team member by providing information, analysis and recommendations in support of team efforts.
HP Contact Center provides end User/Technical user support on:
Hardware products like desktops, servers, laptops, printers, handheld
Network problems
Standard shrink-wrap and Custom Application
End User education
Customized Management reporting and trend analysis
Technical Service Help Desk


Responsibilities
Owner for Quality model deliverables.
Drive weekly calls with aligned process quality counter parts.
Analysis of 1st level data RCA findings and assist implementation of short term and long term improvement.
Work in tandem with regional quality team to calibrate quality within acceptable variation limit.
 Assist Team Leader / Team Manager in developing and implementing SLA performance improvement / enhancement plans.


Accountable for
Calibration (Frequency and variation)
Audits and Monitoring
RCA functions
Team meetings
Coaching / Mentoring / Feedback
Aligned QA
Aligned team / agents
Action plan and action / issue trackers
Data Reporting & Trending


Qualifications
Graduate Diploma / Graduate in any discipline
Excellent communication skill
Strong analytical & trouble shooting skills
Strong customer service skills
Thorough knowledge in Desktop Hardware and Troubleshooting areas
Document Name: ITO DO BestShore GSDI - Job Descriptions Version 2.0.doc Page No. 18 Date Saved: 11/30/2009 4:19:00 PM HP Confidential


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Regards
Rachna Tyagi

Posted in: jobs in bangalore,Quality Manager