Head of Quality Management

Business Overview:
Bosch Service Solutions is a division of Bosch focused on providing Business Process Management services specializing in Application Management Services, Automation Services (RPA and GenAI), Customer Experience Services, Back Office Transactional Support, Translations, Digital Content, Supply Chain Management, Plant Quality Management, and Data Analytics to both Bosch and third-party customers.As we continue on our transformational journey toward 2030 growth, we seek an experienced and visionary leader to establish and lead our Quality Management function.Role Overview:The Head of Quality Management will design, develop, and implement a comprehensive quality assurance management framework for our service delivery operations. This role will focus on establishing quality standards, defining metrics, and ensuring effective measurement methods to deliver excellence across the company s diverse service portfolio. The role requires a hands-on leader who can build the function from the ground up, hire and mentor a team of Quality Assurance professionals, and foster a culture of continuous improvement.Key Responsibilities:

Strategic Framework Development

Design and implement a robust Quality Assurance (QA) management framework across all service portfolios.

Define quality standards, metrics, and measurement methodologies tailored to each service line.

Develop policies and best practices to enhance service delivery quality.

Maintain external Quality Standards like ISO, CMM within the service delivery operations. Manage and coordination for certification audits for relevant standards.

Quality Control Activities

Establish and oversee quality control measures across portfolios, ensuring deliverables meet or exceed customer expectations.

Conduct regular audits and reviews to identify gaps and recommend corrective actions.

Leverage quality control findings to drive training needs analysis and capability-building initiatives.

Team Leadership and Development

Build, hire, train, and manage a high-performing QA team.

Define roles and responsibilities for team members, providing clear performance goals and growth opportunities.

Promote a culture of quality, accountability, and continuous improvement within the organization.

Stakeholder Collaboration

Partner with operations, training, and service delivery teams to align quality standards with organizational goals.o Creation of quality standards and review of standards of other functions, Coaching of CIP and Problem Solving Methods, Supporting Client Satisfaction Survey processingo Act as a key advisor to senior leadership on quality management strategies and improvements.

2. Collaborate with customers to ensure alignment on quality expectations and continuous satisfaction.
   
   Local contact person for essential Quality Tools, e.g. Global Reporting System, Feedback Management System, Quality Monitoring Tool, Document Management System
   
   Continuous Improvement
   
   Monitor and evaluate quality trends to identify areas for process improvement and innovation.
   
   Stay updated with industry best practices and integrate them into the organization s quality framework.
   
   Leverage data analytics to drive decision-making and improve operational excellence. Qualifications

Bachelor s degree in Business Administration, Engineering, or a related field; advanced degree preferred.