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Principal Consultant at Leaders Hunt
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AVP/Head - Quality & Process Excellence - BPO/BPM (15-19 yrs)
- 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.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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