Assistant Manager – Quality Role at Infosys BPM Pune | Elevate IT Helpdesk Excellence & Customer Experience
Assistant Manager – Quality at Infosys BPM, Pune: Elevate Service Desk Excellence Through Strategic Quality Interventions
Overview
Infosys BPM Limited, a global leader in business process management services, is actively seeking a dynamic and highly experienced Assistant Manager – Quality for its Pune location. This role is ideal for quality professionals with a strong background in service desk operations (voice/chat/email), ITSM platforms, audit tools, and quality process implementation. If you’re passionate about enhancing customer experience metrics, driving digital transformation, and improving operational efficiency through data-driven insights, this position offers an exciting opportunity for career growth and impact.
Position Title: Assistant Manager – Quality
Location: Pune, India
Company: Infosys BPM Limited
Job ID/Reference Code: PROGEN-EXTERNAL-221384
Experience Required: 4 – 8 Years
Educational Qualification: Graduate
Service Line: Quality
Key Responsibilities
As an Assistant Manager – Quality, you will play a critical role in ensuring the quality performance of IT helpdesk operations by applying structured audits, identifying key improvement areas, and enhancing user satisfaction. Your duties will include:
1. IT Helpdesk Quality Oversight
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Demonstrated expertise in managing the effectiveness of IT service desks through voice, chat, and email channels.
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Conduct comprehensive ticket audits and introduce quality-driven interventions to monitor and boost performance.
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Candidates with ITIL certification will be preferred, showcasing a methodical approach to service management and delivery.
2. Mastery of Industry-Standard ITSM Platforms
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Proven track record of using ITSM tools like ServiceNow and CISM to streamline workflows, enhance reporting accuracy, and replicate industry best practices.
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Your insights will be essential in building scalable, efficient service desk frameworks.
3. Experience with Quality Audit Tools
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Hands-on knowledge of audit platforms such as NICE, Verint, or similar technologies.
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These tools are integral in measuring agent performance, improving quality scores, and elevating the end-user experience.
4. Transition Management and Early Interventions
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Lead quality process implementation during transition phases of accounts, ensuring alignment with client expectations.
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Proactively drive “right-first-time” quality interventions to minimize escalations and operational risks in early-stage transitions.
5. Continuous Process Improvement
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Utilize Six Sigma methodologies (Green or Black Belt certification is an added advantage) to identify chronic issues and deploy robust solutions.
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Ensure business process effectiveness and cost-efficient operations through data-backed process redesigns.
6. Customer Experience Enhancement
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Design and implement programs to improve customer satisfaction scores (CSAT), Net Promoter Score (NPS), and other user experience KPIs.
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Collaborate with clients and internal stakeholders to deploy initiatives that result in measurable CX improvements.
7. Data Analytics & Insight Generation
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Analyze large volumes of service desk data to extract actionable insights for operations and leadership teams.
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Prepare reports that highlight process bottlenecks, forecast potential risks, and suggest corrective measures.
8. Digital Transformation & Automation
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Champion modernization strategies to digitize helpdesk and quality functions using the latest digital tools and platforms.
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Enhance operational productivity and user engagement through innovative digital solutions.
9. Workforce Optimization
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Partner with the Workforce Management (WFM) team to plan and forecast support requirements effectively.
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Contribute to effort estimation, workload balancing, and schedule adherence to maintain operational stability.
10. Training and Knowledge Management
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Work closely with the training department to identify learning gaps and organize targeted training programs.
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Promote knowledge sharing by implementing closed-loop systems for Training Needs Analysis (TNA) and performance tracking.
Preferred Skills and Certifications
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Quality Operations: Strong foundation in quality assurance functions and frameworks within BPO/IT support environments.
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ITIL Foundation: Desirable for structured service desk and incident management experience.
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Six Sigma Certification: Green or Black Belt credentials preferred for structured problem-solving and data analysis.
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Tools Proficiency: Verint, NICE, ServiceNow, CISM, Excel, Power BI (or equivalent reporting tools).
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Customer-Centric Approach: Ability to drive initiatives that improve end-user engagement and satisfaction.
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Communication & Leadership: Excellent interpersonal skills to collaborate across delivery, training, and client teams.
Why Join Infosys BPM as Assistant Manager – Quality?
Joining Infosys BPM means becoming part of an organization that values innovation, quality, and excellence. Here’s what you can expect:
✅ Global Work Culture
Experience a professional environment that encourages learning, teamwork, and continuous improvement. You’ll work with some of the world’s leading enterprises and be exposed to global standards of business excellence.
✅ Career Progression
With Infosys’s commitment to internal talent development, quality professionals have ample opportunities to grow into senior leadership roles across geographies and business functions.
✅ Innovative Projects
Work on modernization projects involving digital quality audits, automation tools, and service excellence strategies. Be at the forefront of digital transformation in IT support and customer experience.
✅ Learning & Development
Infosys BPM promotes a learning-first environment. You’ll have access to certifications, workshops, and cross-functional learning opportunities to sharpen your skills.
Who Should Apply?
This role is best suited for quality professionals with:
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A minimum of 4 years of relevant experience in IT helpdesk quality operations
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Proven ability to analyze complex data and convert insights into process improvements
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Experience working with enterprise-level ITSM and audit platforms
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A passion for delivering high-quality user experiences and exceeding performance metrics
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The capability to lead and collaborate across diverse, cross-functional teams
How to Apply
If you are a results-oriented professional with a passion for quality assurance and IT service delivery, apply now to become a part of Infosys BPM’s excellence-driven culture.
Application Link: Apply Now on Infosys Careers Portal
Location: Pune
Job ID: PROGEN-EXTERNAL-221384
Conclusion
The Assistant Manager – Quality role at Infosys BPM is not just another job—it’s an opportunity to shape the future of IT helpdesk excellence and quality management. If you’re ready to take on a role that demands both strategic thinking and hands-on execution, and if you aspire to work in a globally respected organization that empowers its employees to make impactful decisions, this is your chance.
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