Mgr/Sr Mgr - Quality & Process Excellence

Looking at Candidates with 5- 12 Years of total work experience with BPO/ITES

- Must have led process improvement / transformation program with significant savings (with at least 3-4 projects led individually)

- Must have mentored at least 3 – 6 GB projects

- Undergraduate degree in a quantitative discipline is a must (Engineering, Statistics etc)

- MBA preferred but not essential

- Evidence of problem solving analytical mindset and comfort with business ambiguity

- Excellent oral and written communication and presentation skills

Jd would include

- Smooth set up and functioning of QA to meet business, internal and certification requirements; this involves
gathering client requirements for building QA plan, supporting migration team for implementation of QA plan for new client processes and ensuring consistent delivery on QA program

- Drive process management rigor to ensure superior service delivery by meeting / exceeding customer SLAs.

- This requires extensive interaction with clients to understand and capture all requirements to assist in set up of SLAs and continuously benchmark processes, baseline performance and target setting

- Incubation of QCAs in all new processes and perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements

- Facilitate and identify potential areas for improvement and actively participate in improvement initiatives and drive incremental improvements through AIM

- Lead process improvement projects including at least 2 high business impact projects for client engagement(s)

- Act as an interface for process improvement initiatives with client project teams and internal stakeholders

- Facilitate the sharing of best practices from within and outside the organization and implement them
Train / mentor on quality tools and concepts and mentor GBs