DGM - Training & Transactional Quality - BPO

Key Responsibilities:

- Drive continuous improvement program across processes

- Analysis of utilization, efficiency and available data for the process

- Undertake detailed process improvement studies and up skills the team members

- Mentor Green Belt/Yellow Belt projects

- Provide Training and quality support, development of metrics and dashboards in line with customer requirements

- Ability to lead a team, coordinate with other location and drive standardized practices

- Should meet and exceed client metrics: External & internal quality metric should be consistently green

- Strengthen quality management processes/framework to improve quality delivery

- Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation

- Ability to get out of the box ideas and Process Improvement Initiatives in the process

- Should drive Process Control & Compliance in addition to managing Audit requirements

- Evaluate effectiveness of TQ interventions

- Strengthen Quality management processes / framework to improve quality delivery

- Accurately capture SLA/SLO metrics, the reporting & analysis needs of each of the client and set up / customize processes to seamlessly meet client's expectation

- Ability to get out of the box ideas and Process improvement initiatives in the process

- Drive Process control & Compliance in addition to managing Audit requirements

- Provide quality floor support, feedback, refresher and corrective interventions

- Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted

- Excellent Transactional Quality Domain Knowledge

- Strong Process Knowledge and Compliance to Multiple Audit Postures

- Design overall framework of learning development for associates across all locations in India

- Translate business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options

Strategic Inputs / Skills Required:

- Demonstrated success in Transactional Quality

- Thorough knowledge of MS office tools like Power point and awareness of BI tools such as SAS, SPSS, project, excel are critical for the job

- Strong communication & facilitation skills

- Strong analytical skill- ability to work with huge volume of data using statistical tools

- Excellent knowledge of Six sigma and lean methodology

- Flexible approach to tackling projects

- Good team player

- Good Presentation skills

- BB certification is preferred / not mandatory

Contact:

+91 8800225174
+91 8800223589
+91 9999982920
+91 9999982922