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03/06 Rashmi
Assistant Manager - TAG at Firstsource Solutions Ltd

Views:346 Applications:66 Rec. Actions:Recruiter Actions:25

Firstsource - Senior Manager/DGM - Quality Training - Black Belt (14-18 yrs)

Bangalore/Chennai/Hyderabad/Mumbai Job Code: 932854

Manager-Quality Training-Certified black belt (US mortgage or BPO/ITES- exp)

Quality Training:

- Conduct training on Quality/LSS

- Value stream mapping & Process mapping

- Solution Identification through process automation, process re- arrangement, process re-engineering, standardization and elimination of non-value add steps.

- Present data analytics on business metrics trends and drive initiatives in achieving current vs. expected/target/future plan.

- Drive best practice sharing session & presents the case study to replicate the solutions across the organisation

Quality Control :

To provide an independent evaluation of transactions processed by the agents based on parameters and sampling agreed with the client and thereby providing inputs for improving overall performance of the operations

Transaction Monitoring:

1.To meet transaction monitoring as per SLA and agreed sampling plan

2.Reports (Data analysis, feedback and recommended action plan for process improvement)

3.Deployment of statistical process control

4.Calibration

Compliance & Monitoring (compliance management system (CMS) :

1. Drive stabilization for new transitions - metric identification, measurement system & reporting set up & risk assessment

2. Monitor compliance based on ESCM & ISO framework

3.Compliance to any other Audit as specified in the Contract with the Client.

4.Conducting Dipstick survey for client satisfaction and follow up on implementation of action plans

Quality Improvement :

1.Continuous improvement of processes (Six sigma,Lean & Kaizen transformation)

2.Increased internal and external client satisfaction

3.Cost savings

4.Training & Certifications

Performance Excellence :

Six sigma Black Belts-Certified

Process Excellence:

1. Lean six sigma certified, Strong in lean six sigma concepts

2.Extensive experience in having identified and driven continuous improvement/ process improvement/process transformation. (if worked on DEX role in BPO is an added advantage, but not is not a limitation, can look at manufacturing as well)

3. Process improvement and analytical bent of mind

4. Able to articulate clearly the process improvements driven

5.Has the skills to identify/recognize automation opportunities. (if have driven automation working along with developers is an added advantage)

6. Strong in communication and able to present to clients on the transformation roadmap.

7. Self-started and Able to work independently with minimal support/guidance

8. Strong in change management / acts as a change catalyst

9. Identify opportunities to deliver on committed productivity, productivity improvement in accounts through continuous improvement (CI) lever

Women-friendly workplace:

Maternity and Paternity Benefits

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