- Create and communicate an overall vision for quality within the company, setting goals and recommending organizational changes to achieve these goals.

- Communicate the company's quality system to customers.

- Create an environment conducive to continuous quality improvement and implements systems to nurture quality excellence.

- Promote consensus and quality throughout the company.

- Responsible for ensuring a smooth set up and functioning of quality compliance at a vertical level to meet business, internal and certification requirements; this involves designing functional level policies and procedures and driving standardization across all clients

- Responsible for developing process improvement strategy at client/engagement level, planning and execution of projects; managing process improvement program for each business working closely with clients and operations

- Provides innovative solutions, facilitates and mentors improvement projects; trains and coaches LBBs, Black Belts on improvement projects

- Develops measures to improvement performance across processes including SLAs

- Participate in RFIs/ RFPs and provide inputs on transformation and quality management

- Work closely with client change and operations teams to identify/drive onshore improvement projects for select clients

- Lead improvement and transformation projects using Digital transformation, Lean, DMAIC and other six sigma methodologies like DFSS etc.

- Facilitate the sharing of best practices from within and outside the organization and implement them

- Planning and managing budget and resource allocation for the assigned vertical

- Business development and solutioning in select areas; support in RFP, RFI responses from a quality perspective.

- Must have very good knowledge of call Centre functioning and Call Centre metrics

- Knowledge of all QC tools and QMS

- To identify process gaps and highlight it to the regional team

- Continues follow-ups on issues escalated to respective stakeholders

- To drive Process Improvement initiatives

- Must have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis

- Should have good command on MS office (Excel and PPT)

- Delivering the tasks within strict timelines

- Review and Regulate SOP

- Monitor, drive and execute tasks as per SOP to ensure successful outcomes with Scope, Time, and Cost

- Attend to Process Escalation and provide effective solutions

- Should have excellent communication skills (written and spoken)

- Certified/Trained six sigma Black belt - Added advantage

- Experience of identifying process improvement opportunities.

- Handling Lean/Six Sigma projects - Added advantage

- Willing to travel to regions as and when required.

Compliance :

- Create sound internal controls and monitor adherence to the defined contract terms

- Draft and revise department policies, whenever required

- Conduct audit processes proactively, practices and documents to identify weaknesses of internal departments

- Evaluate business activities to assess compliance risk

- Collaborate with external auditors and HR when needed

- Set plans to manage a crisis or compliance violation

- Keep abreast of internal standards and business goals

- Sharing Monthly compliance report with plan of action to respective stakeholders

Eligibility :

- Required Graduate. PG will be preferred

- Relevant experience of 10 - 15+ years in Quality function

- Should currently be handling National or Regional quality Head position with Domestic/ International BPO

- Should have worked with the strength of 4000FTS's region wise/ PAN India

- Should be able to work in round the clock shifts

- Should have handled a team of at least15 - 20, directly and indirectly, reporting in to him

- COPC HPMT & RCT ( Mandatory)

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