Head - Quality - BPO

The incumbent will be responsible for heading the overall Quality function for the organization including Business & Process Excellence, Transactional and Operational Quality across locations.

Role description:

- Continuous Improvement, Business Excellence & connected activities

- Client / Strategic Quality & related duties

- Lead improvement/re-engineering opportunity identification across organization through strategic reviews/process mapping/metrics analysis, benchmarking, VOCs, etc

- Lead Capability building of the operations/support function teams in improvement methodologies

- Act as Subject Matter Expert for providing analysis support and guiding teams on improvement methodology

- Mentor and lead improvement projects

- Generate business impact through Improvement initiatives.

Desired skill sets

- Ability to conduct end to end process mapping and managing process improvement/ process re-engineering

- Ability to manage portfolio of improvement/ re-engineering projects

- Ability to develop process frameworks

- Sound knowledge of tools/technologies in ITES and support functions

Desired qualifications

- Must have experience heading quality function in a BPO for at least 4-6 years

- Around 14-20 years, with approx 5-10 years of BPO experience

- Certified Six Sigma Black Belt from reputed institutes/companies. MBB training or certification would be an added advantage

- Masters in Business Administration or any Post-graduation will be an advantage.

- ISO 9001, COPC certifications / experience would be desirable

- Candidates with stability in terms of previous job changes