AM - Delivery Excellence

Job Description

Job Summary -

1. Assist in building strong Operational practices: Conduct assessments on key delivery practices and support delivery in building industry practices

2. Study business processes, identify vulnerabilities in operations and implement Process Controls to minimize risk and enable a predictable process

3. Assist in setting up Quality control framework and monitor health of the QC process

4. Data Analysis: Analyze lead indicators / metrics and detect any risk in meeting the SLA / customer satisfaction

5. Monitor adherence to SLA and KPI. Run Go-To-Green program for SLA failures

6. Stakeholder Management - Build a strong connect with delivery

7. Support Process definition, deployment and support activities

8. Analyze CSAT and deploy closely monitor action plans to improve customer satisfaction

Years of experience needed - 5 to 6 yrs of industry experience

Technical Skills:

Strong understanding of Quality Control and Assurance practices

Good Analytical Skills - ability to analyze process data and coming up with solutions

Good Emotional Intelligence and ability to build strong relationships with stakeholders

Excellent communication skills - verbal and written

Good program management skill

Proficiency in MS Office - Advance Excel PPT

Certifications Needed:

Any relevant certification / training on Quality Control / Assurance

Lean / Six Sigma GB Certified / Trained

ISO QMS lead auditor certified will be an advantage

Power Apps / Power BI skills will be an advantage

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis Front2Back Transformation approach. Front2Back uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis Service Transformation approach helps shrink the core through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.