Senior Quality Manager - Service Desk (Surat)

Graduate with at least 8 years of overall BPM experience and 5+ years of relevant BPM Quality management experience in Customer Service and Service Desk Operations Proven Service desk (Voice/chat/email) experience in managing overall effectiveness of IT helpdesk through ticket audits and other Quality Interventions. Added advantage if certified on ITIL methodology Experience in leveraging various Industry leading ITSM platforms such as Service Now, CISM and proven expertise in replicating key best practices and reporting from these platforms Experience in leveraging industry leading Quality audit platforms such as Verint, NICE or similar tools to drive enhanced user experience and efficiency of the Quality Team Experience in managing transition accounts and driving early-stage interventions to ensure Right first-time implementation of quality processes Diagnosis and implementation of improvement opportunities to solve chronic business challenges focusing on process effectiveness and efficiency. Added advantage if certified as Six Sigma Green/Black Belt Ability to enhance key Customer and User Experience metrics such as NPS/CSAT by driving focused initiatives by partnering with delivery and client teams Ability to analyze complex data and share key process and business inferences/insights with the leadership team, including proactive operational risks and challenges. Experience in modernization and digitization initiatives to enhance adoption of digital tools in the Service Desk space Ability to project manage complex change initiatives by partnering with clients and drive design enhancements Collaborate with Work Force Management (WFM) team to drive optimization initiatives including support in effort estimation, planning etc. Work closely with the Training Team to drive key Knowledge Management initiatives and close loop implementation of training need analysis Strong communication skills and ability to represent Infosys BPM Quality as part of Senior Leadership reviews and potential client visits Ability to lead large Quality teams and constantly collaborate with external/internal and Global Quality teams to for successful execution of deliverables Regards, Infosys BPM Talent Acquisition team .