oracle
QC Manager - Service Delivery
GSI
IND
Full-time
Mid
Onsite
Discovered 3 weeks ago
Free
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Role Description
• Complete ownership of quality management processes and initiatives across the organization; decide and monitor delivery quality metrics to be tracked across the organization
• Accountable for maintaining account level quality requirements and collaborating with ADMs and PMs to drive delivery quality and issue resolution
• Collaborate with cross-functional teams to embed quality checks and continuous improvement actions throughout the delivery lifecycle
Key Responsibilities
- Define and manage delivery quality framework across accounts
- Create and update quality management policies, templates, and review checklists for use by delivery teams
- Develop criteria and measurement methods for quality index and delivery quality score reporting
- Track key quality metrics and drive corrective actions
- Monitor COQ/COPQ, CSAT trends, and delivery deviation patterns; identify performance dips or systemic delivery issues and initiate process improvement initiatives
- Coordinate with ADMs and Delivery Ops to validate accuracy of quality data across accounts
- Drive governance for 'at risk' accounts and low-CSAT accounts
- Conduct independent quality assessment to raise early triggers to "Red"/"Yellow" engagement; review customer feedback on these accounts and ensure action plans are in place
- Monitor closure of audit observations, process gaps, and delivery defects across team
- Lead continuous improvement and quality capability initiatives
- Proactively reach out to customers in collaboration with ADMs to identify parameters against which delivery quality should be evaluated
- Design and run delivery quality trainings, workshops, and playbooks for ADMs and PMs; track if key quality trainings & audits as required across projects are being conducted
- Publish monthly and quarterly quality scorecards for leadership, highlighting improvement areas
KPIs
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