Lead/AVP - Quality - Six Sigma/Blackbelt - BPO

Job Description:

- Plan and implement Quality strategy to ensure consistent Quality support aligned to Client.

- Drive outcome driven Quality support to help client engagements meet client requirements and contractual obligations

- Analytics and Problem solving - provide data backed insights for informed decision making on performance metrics

- Manage Metrics - find solutions to meet metrics

- Manage internal and external audits and assessments to ensure compliance to Quality Management System

- Create engines for transformation and ensure deployment

- Risk management and mitigation

- Create and implement platforms for sharing internal and external best practices and benchmarks

- Talent Management - Planning and implementing people career path, performance appraisals, team development towards employee engagement and retention

- Stakeholder management - deploy effective governance to review and monitor deliverables at both internal and client stakeholder levels

- Driving engagements to meet client commitments in terms of metrics, avoidance of penalties and making improvements in the way we operate through standard Quality tools.

Eligibility:

- Graduate in any stream

- COPC Registered Coordinator

- Experience in Operations of Customer Service apart from the minimum required experience in Quality domain

- Six Sigma Green/Black Belt Certification

- Experience in Predictive Analysis and modelling

Note:

- End to End Quality support experience is a must ( ie a mix of Transactional Quality and Process Improvement), profiles with only Process Improvement Experience will not do.

- Should have handled service delivery Quality rather than just Process Improvement.

If you are interested please send across an updated copy of CV