- 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
- Solid 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