Role : AVP - Process Excellence / Quality (Six Sigma) for ITeS / BPO Setup

Location : Pune

Job Purpose and Role

To Lead Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU

Primary Duties & Responsibilities

- Lead and develop a high-performing team supporting Account/s and provide exceptional quality assurance services to companies clients

- Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management

- Redesign & deploy sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance

- SLA baselining, predictive SLA monitoring & reporting

- Provide thought leadership, creative solutions & leverage problem solving techniques to drive continuous improvement

- Serve as an integral part of the enterprise ecosystem by participating in strategic projects, RFPs, Client visits

- Digitalization of Quality Assurance Delivery embed Digital tools to strengthen audit mechanism & control framework

- Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience

- Demonstrate Leadership Behaviors (e.g. Enterprise Thinking, Effective and Quick Decision Making, Making Collaboration Essential)

- Foster a spirit of continuous learning & collaboration across teams

Qualifications / Work Experience and Skills

- Graduate / Post Graduate

- Overall work experience of minimum 12+ yrs.; minimum 6 yrs. experience in Quality

- Lean Six sigma Black belt certified

- Experience in automation of aspects of Quality function

- Knowledge & experience of Agile methodology & demonstrate a digital mindset

- Should have analytical bent of mind along with lateral thinking.

- Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and Organisations Values

- Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change

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