Quality Team Lead Swedish (Relocation to Riga, Latvia)

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. Tech Mahindra has been recognized amongst India’s 50 best companies to work for in 2020 by the Great Place to Work®️ Institute.

Role and Responsibilities:

• Analyze quality performance and process capability based on Quality Analyst monitoring and audit activities, identify trends and patterns;
• Define and implement improvement actions based on the analysis in alignment with Operation's needs;
• Drive root cause analysis, follow up escalations and complaints, work with Quality Manager to address any process gaps;
• Drive process improvement, identify and evaluate standardization and automation opportunities;
• Work together with stakeholders to create improvement proposals;
• Ensure that project quality processes are adhered to and quality metrics are met as per customer’s requirement and quality management framework;
• Generate comprehensive quality reports, act as Quality POC for Operations and Support teams for daily Quality activities;
• Work together with Training team for TNI, refreshers, certification, etc.;
• Present and represent Quality on customer review meetings, audits and for internal stakeholders;
• Ensure Quality Team compliance with established Quality processes, lead QA team performance by quality scorecard;
• Establish and maintain governance for QA team, Operations and customer;
• Take part in production activities by taking calls and being part of support group activities, e.g. escalations, real-time support;
• Provide feedback to Quality Team, collaborate with Quality Manager to identify and fulfill QA improvement and development needs and enhance team capabilities;
• Participate in training programs for better understanding of client and business expectations and to continuously develop and grow.

Qualifications:

• Near native (interpreted as CEFR level C1) or native in Swedish and fluent English skills (B2+ or better) in writing and speaking to understand documentation and log accurately in the client systems;
• Proven experience in Quality Management within a BPO environment (min. 3 years);
• Track record of formal people management roles and leadership abilities (min. 1 year);
• Quality monitoring and audit experience (min. 2 years);
• Exposure to Lean, Six Sigma, COPC, other quality improvement methodology are an advantage.

Preferred Competencies:

• Optimistic, friendly, positive, and self-motivated personality;
• Structured thinking, agile mindset, good presentation skills;
• Service oriented profile and with a focus on problem solving;
• Ability to work shift hours/ part time (to the extent legally possible);
• No remarks in a background check performed by Supplier, e.g. no criminal record, nor any default payments to the client and no existing payment annotations. This includes: no instances of payment defaults, arrears, or unfavourable credit data;
• Good data analytic and data interpretation skills and toolset;
• Good communication skills, good stakeholder management skills.

Employee Benefits- We've got you covered!

• Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support and much more;
• Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies;
• Attractive compensation and allowances- Basis role and experience;
• Annual Leave – 4 calendar weeks of paid leave;
• Work Culture and Environment: Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit.

Please note that the successful candidate will be subject to a background check as this role involves the processing of confidential information belonging to Tech Mahindra clients and this role is directly related to the provision of financial services. Candidates must not have been convicted of committing an intentional criminal offense against the State, property, or governance procedures, of committing an intentional criminal offense in the national economy or while in service in a governmental authority, or of committing a terrorism-related criminal offense unless criminal record thereon has been extinguished or set aside. Furthermore, candidates must not have any defaults on payment obligations towards Tech Mahindra clients to whom the services will be provided.

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences. We #Rise together to create sustainable businesses that can bring about lasting change in our communities to create an equal world, to be future-ready, and to create value. We are a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies.

We are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.

We are certified as a Great Place to Work for by the Great Place to Work® Institute, included in the Bloomberg 2023 Gender-Equality Index for the fourth year in a row, and have been recognized as the only Indian IT company to make it to Dow Jones Sustainability Indices 2023, part of the DJSI World Index for the 9th consecutive year.

We are part of the Mahindra Group, founded in 1945, which is the most admired multinational federation of companies with 260,000+ employees in over 100 countries, known for its leadership in various industries including farm equipment, utility vehicles, IT, and financial services in India and is the worlds largest tractor company by volume. It also has a strong presence in renewable energy, agriculture, logistics, hospitality, and real estate. The group's focus is on leading ESG globally, enabling rural prosperity and enhancing urban living, and driving positive change in the lives of communities and stakeholders.

With the NXT. NOWTM framework, we aim to enhance human-centric experiences for our ecosystem and drive collaborative disruption with synergies arising from a robust portfolio of companies. We aim at delivering tomorrows experiences today and believe that the Future is Now.