Manager Quality - Six Sigma / Process Excellence for a Global MNC BPO in Hyderabad.

Job Description :

The Profile will drive Quality strategy and execution focusing on Quality Assurance Processes and KPIs. This role offers an exciting opportunity for analytical, creative, forward thinking, digitally-savvy individuals who want to help in building next generation Support. The ideal candidate will be customer centric, have a sound understanding and their life cycle, customer experience management and a proven history of driving initiatives. The QA Manager will understand the business metrics, build a story which summarizes holistic quality performance, identify solutions and implement the necessary actions across languages and marketplaces. He/she will then own those actions and drive the required changes with his team and stakeholders, leading to improved performance. The QA Manager will raise the bar of the standards to drive a stronger customer centric experience.

Key Responsibilities include:

- Lead the Quality Assurance (QA) function for Support, across all sites in Hyderabad & Pune, managing HRO Process Support

- Work with Intelligence and Analytics teams to identify customer experience improvement opportunities and to drive process and performance improvements across regions and languages.

- Monitor and report on Quality metrics, deep dive in customer related data and identify trends/root causes in order to draw conclusions and design action plans, and long term Quality strategy.

- Own the development of robust processes to drive continuous improvement

- Liaise with the Project, Program, Training Teams to ensure new policies/processes/products are successfully scoped, rolled out and measured against key metrics

- Provide Operations with a holistic view of customer performance and identify the levers which will drive improvements

- Contribute to the development of reporting systems for all levels of the customer journey

Individuals in this role will -

- Relentlessly advocate for customers

- Be highly analytical, with a proven ability to analyze various data sources and identify root cause and defects/drivers of performance

- Demonstrate ability to operate at both a strategic and operational level.

- Credible and impactful both with Senior Operational and Business Leaders

- Exhibit professional approach to working with colleagues across different channels, countries, at all levels, in both distributed and local teams

- Have exceptionally high standards.

- Able to overcome adversity/resistance to change and influence others to drive the highest results

- Have entrepreneurial and action oriented with - roll up the sleeves- attitude.

- Thrives in a fast paced, challenging and deadline driven environment

- Enjoy working in international cross-functional teams

Desired Candidate profile :

- Certified GB or Blackbelt having 6 - 12 years of experience in BPO with the last 5 years experience using Voice of the Customer analysis to drive process improvements through the application of Lean and/or Six Sigma tools and concepts. Currently working as DM / Manager Quality in MNC BPOs.

- End-End Project management experience in driving Six Sigma / Lean Projects (NPS, etc.) in the BPOs.

- Experience in or demonstrated ability to lead people/teams without formal responsibility and interacting and building rapport with teams of all levels

- Experience communicating and presenting to groups

- Analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis

- Experience managing a project portfolio.

- Six Sigma Green or Black Belt or Lean Certification

- Mastery of SQL, SharePoint, Excel, Power Point, Word and a statistical package (e.g. JMP or Minitab)

- Strong verbal and written communication skills.

- Should be willing to work in 3:00PM - 12:00 AM shifts.

Interested candidates can mail their profiles or call us @ 040-40101210/11.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.