Managed Risk Services Quality Assurance Manager
- New York, NY, USA
- Permanent, Full time
- Deloitte Services LP - Global
- 15 Dec 17 2017-12-15
Managed Risk Services Quality Assurance Manager
Managed Risk Services is on track of becoming one of the fastest growing areas in Risk and Financial Advisory. Help us grow our quality organization by applying your Quality Assurance and Quality Control experience to the professional services industry. We are looking for an energetic and enthusiastic quality professional who can help us build and grow a large scale quality organization. If you are familiar with leading industry standards such as CMMI, ITIL, ISO, Six sigma, and Lean, then this may be the right opportunity for you. It is a ground floor opportunity for you to be a part of the fastest growing segment in the Risk and Financial Advisory business. You will be exposed to all business areas across our Risk and Financial Advisory practice and will be interacting with business leaders and service delivery specialists.
Work you'll do:
- Design and develop Quality Assurance program components for Managed Risk Services, leveraging industry leading frameworks and practices - policy, processes, tools, and templates
- Lead effort in implementing Quality Assurance programs for different Managed Risk Services solutions
- Design and implement governance and reporting capabilities for Quality Assurance program using analytics and automation
- Coordinate with Quality Control teams in implementing and institutionalizing Quality Assurance framework
- Support with Service Delivery team to identify, measure, monitor, and improve engagement performance metrics/SLAs/KPIs
- Conduct periodic assessments to evaluate effectiveness and efficiency of implemented process controls
- Support engagement teams in identifying process improvement opportunities
- Utilize quantitative and qualitative methods to measure quality and outcomes, including reports, technology enablers, and reviews
- Monitor contractual commitments and help engagement teams to identify and implement required controls to mitigate engagement risks
- Establish process dashboards and leadership status reports for QA program
- Design training programs for quality management framework components; conduct periodic training sessions for all stakeholders (virtual and classroom)
- Build and manage Quality Assurance team to support implementation and institutionalization of Quality Assurance program; mentor and coach QA team members
- Escalate issues, concerns and risk proactively with both internal and external stakeholders
- 6+ years' experience in Quality Assurance or Outsourcing Engagements
- Experience in designing, implementing, and institutionalizing Quality Assurance (QA) programs in the professional services, Information Technology (IT), or IT service management space
- Detailed understanding of IT service management (ITSM) framework and ITSM tools; exposure to different ITSM tools such as ServiceNow and Jira is preferred
- Understanding of Quality Control (QC) and continuous improvement programs
- Demonstrates an understanding of industry leading practices/trends in QA and QC
- Strong understanding of defining and implementing processes for Service Level Agreement (SLA) & Key Performance Indicators (KPIs)
- Experience with coordinating offshore development and delivery teams
- Strategic, critical, logical thinker with natural tendency towards solutions
- Innovative professional
- Project management and multi-tasking skills
- Strong supervision and managerial experience
- Self-motivated professional, t akes initiative, and leads others; a bility to work independently
- Excellent written and oral communication skills
- Demonstrated experience in negotiations and persuasion with different stakeholders in an organization
- Proficient with MS Office programs (Excel, PowerPoint, etc.)
- Bachelors in Technology, Business Management or related field
- Masters degree in Technology or Business Administration
- ITIL and Project Management (PMP) certification
- Understanding of supporting other leading industry process improvement frameworks such as Six Sigma, and Lean
- Experience with implementing industry leading Quality Management frameworks such as ITIL, CMMI, and ISO
- Brings a positive approach, easy to work with, enjoys working with other accomplished and strong professionals
How you'll grow
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Requisition code: E18NATEMGRSP006-NAT