Head/ VP/ GM - Quality Assurance & Quality Control

Lakshya Recruitment Solutions Private Limited
  • Gurgaon
  • Confidential
  • 14-20 years
  • 19 Oct 2015

  • Quality Control - Product/ Process, Operations

  • BPO/ ITES/ Call Centers
Job Description

  • Drive continuous improvement program across processes
  • Analysis of utilization, efficiency and available data for the process
  • Undertake detailed process improvement studies and up skills the team members
  • Mentor Green Belt/Yellow Belt projects
  • Drive culture of continuous improvement
  • Provide Training and quality support, development of metrics and dashboards in line with customer requirements
  • Ability to lead a team, coordinate with other location and drive standardized practices
  • Should meet and exceed client metrics: External & internal quality metric should be consistently green
  • Strengthen quality management processes/framework to improve quality delivery
  • Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation
  • Ability to get out of the box ideas and Process Improvement Initiatives in the process
  • Should drive Process Control & Compliance in addition to managing Audit requirements
  • Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc
  • Should have persuasive, collaborative and influencing skills
  • Strong interpersonal skills to manage client expectations/engagements effectively
  • Excellent Transactional Quality Domain Knowledge
  • Strong Process Knowledge and Compliance to Multiple Audit Postures
  • Design overall framework of learning development for associates across all locations in India.
Desired Skills:
  • Post- Graduation Degree is Preferred
  • Certified & Trained on Black Belt (Green Belt certification is MUST, Black Belt certification is desirable)
  • Demonstrated success in Transactional Quality
  • Exposure to different improvement frameworks like Six Sigma, Lean
  • Thorough knowledge of MS office tools like Power point and awareness of BI tools such as SAS, SPSS , project, excel are critical for the job
  • Strong communication & facilitation skills
  • Strong analytical skill- ability to work with huge volume of data using statistical tools
  • Flexible approach to tackling projects
  • Good team player
  • Good Presentation skills
  • Excellent knowledge of Six sigma and lean methodology

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