DGM/GM - Quality/Six Sigma/PX - ITeS

DGM / GM - QUALITY

Profile - Six Sigma / Process Excellence

For our client, a leading ITES major based in Chennai, seek senior quality professionals to drive process excellence in Contact centre space.

Criteria:

- Certified Master black belt or Black belt

- 12 to 15 years of work experience predominantly in ITES/BPO industry

- Significant experience in handling large voice process units across different business verticals
(Telecom, Retail, Hospitality, Manufacturing etc.)

- Excellent communication and team management skills

- Graduate / Post Graduate / Management Graduate

Responsible for driving quality initiatives in voice operations covering:

- Process improvements to realise maximum business impact through improved productivity and efficiency.

- Process diagnostics, review, design and implementation of improvements to suit client businesses

- Successfully lead change management initiatives

- On shore / off shore due diligence

- Internal audit, Risk review, measurement metrics, training and development

- Customer service delivery management

- Create and mentor talent pool of Black belts and Greenbelts

- Multi location contact centre management.

Please respond with detailed profile to: vidya.r@saakiandargus.com