Senior Manager-Quality

Infosys•Atlanta, GA

11d

About The Position

The Quality Process Consultant is responsible for driving process excellence, quality governance, compliance management, and continuous improvement initiatives across BPM and IT engagements. This role partners closely with project teams, business leaders, and clients to ensure adherence to organizational standards, contractual obligations, and quality frameworks such as CMMI, ISO, and Agile methodologies. The consultant will lead audit programs, SLA governance, risk management activities, and data-driven improvement initiatives while promoting a culture of operational excellence.

Requirements

Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
At least 7 years of experience relating to the job description.

Nice To Haves

Lean Six Sigma Green Belt, Black Belt, or Master Black Belt certification.
CMMI Associate, Practitioner, or Professional certification.
ISO 9001 Internal Auditor or Lead Auditor certification.
PMP, PRINCE2, Scrum Master, Agile, or SAFe certification.
Experience leading global quality, governance, or process excellence programs.
Experience with AI, automation, and digital transformation initiatives.
Advanced expertise in Power BI, Tableau, or equivalent reporting platforms.
Experience supporting large-scale transformation, transition, or migration projects.

Responsibilities

Collaborate with stakeholders to develop and implement processes across BPM and IT engagements.
Understand project scope, client quality requirements, and contractual commitments to ensure alignment with delivery expectations.
Facilitate Project Kick-Off meetings using standardized governance frameworks.
Assist Project Managers in defining project-specific processes, guidelines, and quality systems.
Align project goals with business and client objectives.
Analyze cross-functional dependencies to ensure seamless execution.
Develop KPI-driven reports and dashboards to support business decisions.
Partner with leadership teams to improve process effectiveness and governance maturity.
Develop and implement Software Quality Assurance (SQA) Plans, review strategies, and compliance frameworks.
Ensure adherence to defined processes through structured reviews aligned with the SQA Plan.
Conduct process audits, project health checks, and compliance assessments.
Support internal and external audits and ensure timely closure of audit findings and non-conformances.
Maintain and govern CMMI compliance trackers for audit readiness.
Prepare audit, compliance, and governance reports aligned with Risk Assurance frameworks.
Drive compliance with CMMI, ISO, Agile, and organizational quality standards.
Lead RCA, CAPA, CAR, and Defect Prevention initiatives.
Ensure contractual SLA compliance and accurate reporting through dashboards and governance mechanisms.
Participate in client calibration and governance sessions.
Provide Root Cause Analysis (RCA) and corrective action plans for service level deviations.
Monitor SLA performance, contractual obligations, and operational commitments.
Audit billing rates, Cost of Living Adjustments (COLA), service credits, and penalty clauses where applicable.
Track and drive corrective actions to maintain process stability and performance.
Collect and analyze customer complaints, escalations, and stakeholder feedback.
Lead continuous improvement initiatives using Lean, Six Sigma, and quality methodologies.
Drive corrective and preventive action programs based on performance trends and stakeholder feedback.
Conduct process evaluations and recommend improvement opportunities.
Capture lessons learned and contribute to organizational knowledge repositories.
Support enterprise-wide initiatives focused on quality, productivity, and operational excellence.
Monitor project performance using defined KPIs and governance measures.
Publish periodic performance, compliance, audit, and governance reports.
Analyze quality and productivity metrics to identify risks and performance gaps.
Present findings and recommendations to project teams, management, and clients.
Support preparation and submission of project performance reports within established timelines.
Support risk identification, mitigation planning, and governance reviews.
Participate in Change Control Board (CCB) reviews and approval processes.
Ensure project readiness through release acceptance reviews and compliance checkpoints.
Track risk mitigation actions and support audit readiness initiatives.
Conduct training sessions on CMMI, quality standards, governance frameworks, FAR, and compliance requirements.
Promote awareness of organizational process standards and best practices.
Facilitate governance forums and team discussions focused on process maturity and continuous improvement.
Mentor project teams on quality management practices and compliance expectations.
Lead and support AI and automation initiatives to enhance productivity, reporting, and process maturity.
Identify opportunities to automate quality and governance activities.
Promote adoption of innovative tools and technologies across quality management functions.