Senior Manager-Quality

Job DescriptionPosition Title Quality Process Consultant Role Summary 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. Key Responsibilities 1. Stakeholder & Process Management • 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. 2. Quality Assurance & Compliance • 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. 3. SLA Governance & Client Management • 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. 4. Continuous Improvement & Operational Excellence • 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. 5. Project Monitoring & Reporting • 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. 6. Risk & Change Management • 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. 7. Training & Capability Building • 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. 8. AI & Automation Initiatives • 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. Basic Qualifications 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. Preferred Qualifications • 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. Who We AreInfosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.Infosys BPM has 42 delivery centers in 14 countries spread across 5 continents, with 60,530 employees from 105 nationalities, as of March, 2026.The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.Work LocationAtlanta, GA CountryUSAState / Region / ProvinceGeorgiaCompanyInfosys McCamish Interest GroupInfosys McCamish DomainInsuranceJob RoleManager-Quality: 150917BR