AVP/Head - Quality & Process Excellence - BPO/BPM

- 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 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 solution in select areas; support in RFP, RFI responses from quality perspective.

- Must have very good knowledge of call Centre functioning and Call Centre metrics, Knowledge of all QC tools and QMS

Desired Profile :

- PG / MBA with Min 15+yrs experience in Quality or Process Excellence Function in BPO/BPM Industry

- Black Belt / Master Black Belt Certification from reputed Institute / organization

- Overall experience of 15 years & Minimum 3 years in lead role of Quality & Process Management with a successful track record for delivering high impact projects impacting the business performance of medium to big organizations.