Manager, Service Quality

Make an impact with NTT DATA

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Your day at NTT DATA

The Manager, Quality is a management role, responsible for developing, implementing, and managing the company's quality management system to ensure that its products or services meet or exceed customer expectations and comply with industry standards and regulations.

This role, through expertise in quality assurance methodologies, strong management skills, and attention to detail will be crucial in driving a culture of quality excellence and continuous improvement.

Key responsibilities:

• Develops and implements a comprehensive quality management system, including policies, procedures, and standards, to ensure consistent product or service quality across the organization.
• Defines quality objectives, metrics, and targets, and establishes mechanisms to monitor and measure performance against these targets.
• Conducts regular audits and assessments of operational processes and procedures to identify areas for improvement and ensure compliance with quality standards and regulations.
• Leads and manages a team of quality assurance professionals, providing guidance, training, and performance feedback to ensure the effective execution of quality control activities.
• Implement and oversee quality control processes, including inspections, testing, and data analysis, to identifies and addresses deviations, defects, or non-conformities in products or services.
• Monitors customer feedback and complaints, facilitating timely investigations, root cause analysis, and corrective actions to address issues and prevent recurrence.
• Drives continuous improvement initiatives to enhance quality performance, efficiency, and customer satisfaction, leveraging methodologies such as Lean Six Sigma and Kaizen.
• Establishes and maintains strong relationships with suppliers and vendors, conducting quality assessments and audits to ensure their adherence to quality standards and specifications.
• Collaborates with regulatory agencies, industry associations, and certification bodies to ensure compliance with applicable regulations, standards, and certifications.
• Develops and delivers quality training programs to educate employees on quality management principles, tools, and techniques.
• Prepares and presents quality performance reports and insights to senior management, highlighting key metrics, trends, and recommendations for process improvements.
• Stays updated on industry trends, emerging technologies, and best practices in quality management, incorporating relevant advancements into the organization's quality practices.
  
  

To thrive in this role, you need to have:

• Advanced knowledge of quality management methodologies, tools, and techniques, such as ISO 9001, Six Sigma, Lean, or similar frameworks.
• Advanced leadership and team management skills, with the ability to inspire and motivate teams to achieve quality objectives.
• Advanced analytical and problem-solving abilities, with a keen attention to detail and the ability to analyze complex data to drive data-driven decision-making.
• Excellent communication and interpersonal skills, with the ability to effectively engage and collaborate with stakeholders at all levels of the organization.
• Advanced project management skills, with the ability to manage multiple priorities, meet deadlines, and deliver results within established timelines.
• Advanced familiarity with relevant regulations and industry standards related to the organization's products or services.
  
  

Academic qualifications and certifications:

• Bachelor's degree in Business Management or Operations or a related field.
• Six Sigma Green Belt/ Six Sigma Black belt certification is desirable.
• ISO 9001 Lead auditor certification is desirable.
• Certified Quality Manager certification is optional.
  
  

Required experience:

• Advanced experience in quality management or a related role, with a strong track record of developing and implementing effective quality management systems.
• Advanced experience in conducting audits and assessments to evaluate compliance with quality standards and regulations.
• Advance experience managing and leading quality teams.
  
  

Workplace type:

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.