AGM Quality AGM/GM Quality Responsibilities : - This role requires you to drive the quality strategy. - The candidate needs to have the ability to deep dive to root cause and develop actions to drive agent and process Improvement. - The candidate needs to create plans, review the design and deploy solutions with an ability to quantify results and share qualitative insights and collaborate with operations teams to ensure a better quality of interaction. - The progress needs to be reported and quantify the impact to understand and share its effectiveness that impact our customers and partners. - Stakeholder management: This role is expected to have a high degree of cross-functional stakeholder engagement across business teams, program/product teams and cross functional teams to benchmark best practices. - Working closely with Operation and Functional Teams to identify process bottlenecks, conduct root cause analysis and implement process improvements & digital solutions across the business or organization - The setting, validating and auditing measurement systems to deliver business impact - Building Process Perfection culture in the team - Providing Team Leadership in the application of Lean & Six Sigma tools and Process Perfection methodology - Driving Standardization and Global Best Practices within the organization by using specialists across Practice, Transitions, IT and other relevant functions - Motivating change management within Operations and customer organization - Implementing Business Process Management Systems (BPMS) for newly Transitioned processes; - Define & implement Product Quality charter & key processes to drive Quality outcomes for the group. - Ensure regular Process compliance checks/Periodic Audits are conducted for reporting health of delivery Processes, conducting gating reviews for deliverables and deploy a tollgate-based compliance checks leading to successful release - Anchor & drive process adoptions, Conduct Gap Analysis & Process compliance Audits as per business requirements/agreement with stakeholders tied to development lifecycles. - Facilitate Application transition to BAU/support to improve end user experience - Define and track Key Performance Indicators and best practice implementation. - Assist in internal/external quality audits, track non-compliance to closure and ensure adherence to ISO/CMMI, SOX Compliance, IRMC, Data Privacy guidelines as applicable - Continuously look for process improvements, facilitate delivery to implement productivity improvements, Lean & Six Sigma methodologies - Building a framework for operations associates to participate in Six Sigma projects - Identifying areas of significant process improvement and business impact - Liaison with executive leadership and act as a go to person for issues related to efficiency, process stabilization and identifying digital opportunities - Leading and Implementing business process management system for new processes - Building and co-own continuous improvement roadmaps for all operations processes - Mentoring associates through their journey of yellow, green, black, and master black belts - from training to project implementation and certification Skills Required : - Experience in managing quality control/quality analysis in contact center environment or leading cross-functional quality improvement projects and teams - Quality certification (e.g. Lean Six Sigma, TQM,COPC etc.) is must - 10+ years of demonstrated team management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.) - Proven track record of collaborating with cross-functional groups to produce results - Demonstrated ability to perform well in a rapidly changing and extremely global team - Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus - Excellent communication skills - Strong critical thinking and exceptional problem-solving skills - Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level - Project Management Skills - Lean Six-Sigma Black Belt - COPC Certified on quality or HPMT - SQL

Delhi NCR

General Manager/Assistant General Manager - Quality - BPO 

General Manager/Assistant General Manager - Quality - BPO  ,Job Description for General Manager/Assistant General Manager - Quality - BPO  in VOIZ WORKs in  Delhi NCR for (10-15) years of experience. Apply Now!

Job Description for General Manager/Assistant General Manager - Quality - BPO  in VOIZ WORKs in  Delhi NCR for (10-15) years of experience. Apply Now!