Role requirements - Role B1 (Consultant - Black Belt)
Location : Mumbai - Vikroli
Role : IC
Industry : Bpo/Kpo ( Open to look at candidates from other Industries as well )
Shifts : US 24 /7
Vertical : Travel
Certifications : Black Belt Mandatory.
Work Experience : 7/8
Mandatory : 3/4 - Work experience in Process Experience.
5 day week.
- Client Facing Role
Role :
- Reporting to the Sr. Group Manager
- To drive improvement initiatives assigned
Key Responsibilities/Accountabilities :
- Mentor all the projects (both internal & external Assignments)
- Institutionalize Six Sigma & Lean practices
- Manage and driving Quality Methodologies & corporate initiatives
- Responsible for business level strategies to improve the current system
- Manage all the Quality service levels signed with the client. Ensure - no- hit on commercials (Quality metrics), if managing any service level related project
- As all the Quality metrics has a impact on client VOC - so management of external VOC is imperative
- Improve the DNA of the vertical by ensuring a proper system of training, certification and process improvement in the business assigned
- Maintain the quality benchmark for call handling
- Supports ongoing monitoring and feedback program
- Reviews and enhances monitoring tools
- Develops the monitoring team and supports team training requirements Ensure consistency in Quality standards
- Reviews feedback from Business channels regarding the Quality aspect of Customer Services
- Demonstrates a high level of commitment to improve customer service
- Experience in Quality Management
- Able to work on self initiatives, Flexible and adaptable, Sense of urgency, Strong attention to details
- Able to communicate at all levels, Decision Maker, Solution Oriented
- Audit and Feedback Compliance as per ISO 9001:2008 and other applicable certifications
- Team attrition to be managed
Knowledge/Qualifications/ Competency :
- Communication Skills
- Microsoft Office skills high
- Minitab
- Black belt certified
- Should have a good knowledge of Quality Management system - ISO / COPC/ eSCM
Desirable :
- Post Graduate in Management or any other area
- Graduate with Mathematics as one of the subjects
- Preferably from Technical background
Special Role Requirement :
- Willing to travel across sites & locations
- Willing to be flexible in addition to the WNS mandated working hours
- Accuracy & integrity in data handling
- Ability to work with people and teams of diversified / different priorities
- Ability to present/ address in public
Working Experience :
- The candidate should have a minimum work experience of 8+ years with at least 3 - 5 yrs in Quality domain / Projects
- Should have hands on experience in usage of Quality methodologies and techniques
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