Head - Quality - BPO/ITeS

Must have experience in handling multiple processes (Inbound, Outbound, Chat, Email)

Role and Responsibilities

- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to minimize error opportunities.

- Responsible for conducting process level analysis - root cause analysis, trend analysis, training need analysis for the process, etc. and designed plan of action to minimize the errors/defects.

- Initiating activities/projects on the operations floor to enhance productivity with quality.

- Designing new templates, dashboard and matrix to measure team performance.

- Arranging mandatory and desirable training for TL's and AM's.

- Training on QMS, data analysis and Basic quality tools to enhance process improvement ability.

- Adhering and meeting the SLA's and the contractual obligation for the processes operating from all the location.

- Spearhead the Organization's Operational and Business Excellence Initiatives

- Management of Process Audits and Business Performance reviews

- Proven skills in managing big teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals

- Excellent communication & interpersonal skills with proven abilities in customer relationship management.

- Directly responsible for implementation and maintenance of the company quality system, reporting on the performance of the quality system for review and as a basis for improvement of the quality system.

Desired skill sets:

- Strong analytical skills

- Strong facilitation skills

- Customer facing and interaction abilities.

- Excellent interpersonal and communication skills

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

- Ability to manage a portfolio of improvement/reengineering projects

- Ability to develop process frameworks

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

- Work experience as Quality consultants will be an added advantage.

- Ability to train and conduct workshops

Desired qualifications (including certifications) :

- Graduate

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

- Certified Six Sigma Black Belt from reputed institutes/companies like ASQ, ISI, GE, Genpact or similar; with minimum 10 years of experience in the role of Quality at various levels.

- Desired years of experience with approx 15+ years of BPO experience

- Candidates with stability preferred in terms of previous job changes

- Work experience in MNCs or reputed organizations will be an added advantage.