Head of Quality Management

Business Overview:
Bosch Service Solutions is a division of Bosch focused on providing Business Process Management services specializing in Application Management Services Automation Services (RPA and GenAI) Customer Experience Services Back Office Transactional Support Translations Digital Content Supply Chain Management Plant Quality Management and Data Analytics to both Bosch and thirdparty customers.As we continue on our transformational journey toward 2030 growth we seek an experienced and visionary leader to establish and lead our Quality Management function.Role Overview:The Head of Quality Management will design develop and implement a comprehensive quality assurance management framework for our service delivery operations. This role will focus on establishing quality standards defining metrics and ensuring effective measurement methods to deliver excellence across the companys diverse service portfolio. The role requires a handson leader who can build the function from the ground up hire and mentor a team of Quality Assurance professionals and foster a culture of continuous improvement.Key Responsibilities:

Strategic Framework Development

Design and implement a robust Quality Assurance (QA) management framework across all service portfolios.

Define quality standards metrics and measurement methodologies tailored to each service line.

Develop policies and best practices to enhance service delivery quality.

Maintain external Quality Standards like ISO CMM within the service delivery operations. Manage and coordination for certification audits for relevant standards.

Quality Control Activities

Establish and oversee quality control measures across portfolios ensuring deliverables meet or exceed customer expectations.

Conduct regular audits and reviews to identify gaps and recommend corrective actions.

Leverage quality control findings to drive training needs analysis and capabilitybuilding initiatives.

Team Leadership and Development

Build hire train and manage a highperforming QA team.

Define roles and responsibilities for team members providing clear performance goals and growth opportunities.

Promote a culture of quality accountability and continuous improvement within the organization.

Stakeholder Collaboration

Partner with operations training and service delivery teams to align quality standards with organizational goals.o   Creation of quality standards and review of standards of other functions Coaching of CIP and Problem Solving Methods Supporting Client Satisfaction Survey processingo   Act as a key advisor to senior leadership on quality management strategies and improvements.

 
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2. Collaborate with customers to ensure alignment on quality expectations and continuous satisfaction.
   
   Local contact person for essential Quality Tools e.g. Global Reporting System Feedback Management System Quality Monitoring Tool Document Management System
   
   Continuous Improvement
   
   Monitor and evaluate quality trends to identify areas for process improvement and innovation.
   
   Stay updated with industry best practices and integrate them into the organizations quality framework.
   
   Leverage data analytics to drive decisionmaking and improve operational excellence.

Qualifications :

Bachelors degree in Business Administration Engineering or a related field; advanced degree preferred.

Additional Information :

Bachelors degree in Business Administration Engineering or a related field; advanced degree preferred. 12 years of experience in quality assurance or quality management roles within the services industry with a track record of building and leading QA functions. Expertise in designing and implementing quality frameworks metrics and standards. Proven ability to manage largescale quality control activities and deliver measurable improvements. Excellent knowledge in quality methods and tools. Branch specific working experience as in a technologybased service environment is preferable. Experience with a Customer Management Tool e.g. Salesforce is a plus Experience in training needs analysis and integrating quality findings into training programs. Strong leadership and teambuilding skills with a handson selfdriven approach. Excellent analytical problemsolving and communication skills. Knowledge of automation tools RPA or GenAI solutions is an added advantage. Strong familiarity with software quality assurance methodologies and tools. Knowledge of relevant standards in particular ISO 9001. Certification as an QMSLead Auditor ISO9001. Certification within Six Sigma or Project Management is a plus Preferred Attributes: Selfmotivation able to work independently process and result orientation high level of taking responsibility as well as team spirit and enthusiasm is characterizing you Dynamic and entrepreneurial mindset with the ability to thrive in a fastpaced evolving environment. Demonstrated ability to work collaboratively across teams and functions. Passionate about delivering exceptional quality and creating value for customers.

Remote Work :

No

Employment Type :

Fulltime