Job Description

The Quality COE, Ahmedabad in the GCC is a pivotal role responsible for driving quality management, quality assurance and improvement strategies across the organization.

• Quality COE Assurance Strategy: Develop and execute the quality strategy aligned with the multi utilities organization\'s objectives. Drive the development of quality assurance mechanisms that are aligned with emerging strong practices and regulatory requirements. Oversee the design and improvement of the key processes / services in coordination with internal stakeholders and in line with applicable regulations and standards.
• Quality Assurance Management: Define and implement quality frameworks, methodologies, and best practices. Direct the development of SLAs that define service expectations and performance metrics across various processes / services provided by the GCC in line with market trends and regulatory requirements and in collaboration with concerned stakeholders. Oversee and ensure effective and efficient implementation of SLAs, customer care, quality assurance, and process excellence activities.
• Process Improvement: Identify process gaps and inefficiencies across various functions. Collaborate with process owners to streamline workflows and enhance operational efficiency. Implement Lean and Six Sigma principles to drive continuous improvement.
• Complaint Management: Direct the development of customer feedback mechanisms to capture customer insights and drive continuous improvement to customer experience. Identify quality-related risks and develop mitigation strategies.
• COE Team Development: Lead the creation of the COE team, design and deliver quality training programs for employees. Foster a culture of quality awareness and skill enhancement. Promote certifications and professional development opportunities.Lead the development and implementation of quality management systems within the Consultancy, Strategy & Change department.

An opportunity to work for a leading and growing Indian conglomerate|An opportunity to manage end-to-end Quality Assurance and Quality StrategyA successful \'GM - Quality\' should have:

• Minimum of 15 years of experience with at least 5-7 years in a leadership or managerial role in the Quality Assurance and Process Improvement function in diversified GCC / GBS / SSC environment.
• Prior experience of setting up quality COE for muti-functional capability centres.
• Proven track record of developing and implementing quality assurance mechanisms (lean, six sigma, etc.) and metrics (KPIs, SLAs, etc.) in a multi-business multi-functional capability centre.
• Strong understanding of quality assurance and process improvement principles and practices.
• Certification from recognised bodies in methodologies (Six Sigma, Lean, etc.) would be a plus.
• Open to Ahmedabad as a location, as it will be a Work From Office role.
• Open to industry, utilities, multi-industry preferred.

Our client is a reputable GCC (Global Capability Centre) and a conglomerate in India having presence in multiple sectors, boasting a large and diverse team of professionals based in Ahmedabad.An exciting opportunity to lead Quality initiatives in a multi utilities organization, promoting excellence and continuous improvement within a supportive team environment.

Michael Page