Senior Manager - Process Excellence & Quality Assurance

Senior Manager - Process Excellence & Quality Assurance

The Role:

- We are looking for a dynamic people leader who understands the - bigger picture and can balance strategic vision and thought leadership with execution excellence.

- The incumbent will bring extraordinary focus and expertise in and scaling a dynamic operation and organization focused on the customer-centricity, team growth and well-being and operational excellence.

- This role emphasizes leadership in service excellence & strategic quality management, with a focus on enhancing contact center processes and customer experience.

- The incumbent will be responsible for driving sustainable continuous improvement and transformation initiatives leveraging technology.

Key Responsibilities

- Lead / mentor improvement initiatives that positively impact Client satisfaction & business profitability

- Be a visionary to identify high impact strategic projects which yield in substantial Gains

- Identify new technologies that are relevant to service line and have potential to be scaled

- Deliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement & metric enhancement.

- Apply structured problem solving methodology, tools, data analytics and technology to generate value and solve business problems

- Identifying process gaps & automation opportunities

- Project managing improvement efforts across multiple locations and maintain consistence in effort & implementation

- Interfacing with leadership/clients and identifying opportunities for value

- Driving effective Change Management for a stable & consistent delivery - Zero surprise operations

- On-time and accurate reporting of updates to leadership team.

Profile & Experience:

- Bachelor's degree with 11+ years of experience in contact center or outsourcing industry

- Experience on Gen AI tools along-side Six Sigma/Lean/Kaizen/COPC methodologies

- Exposure to drive complex improvement / transformation projects across multiple accounts/domains

- Well versed with project and program management (initiation, monitoring, stakeholder management, quality, financials, risks/issues).

- Thought leadership, Innovative thinking and generating high impact out of the box solutions

- Experience collaborating cross functionally within all organizational levels to build collaborative relationships.

- Strong internal client-facing skills with excellent communication, negotiation and conflict management

Skills:

- Analytical acumen and the ability to streamline complex processes.

- Flexible to work with cross functional teams in different time zone

- Strategic thinker with a track record of innovative problem-solving and project execution

- Technologically proficient with advanced Excel skills and familiarity with MS Office suite

- IC role