Position is open for a leading BPO.
Drive process transformation and continuous improvement initiatives for client engagements while building a process excellence culture and ensuring an effective quality program for clients
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
Supporting in development of process improvement and innovation strategy for client business
Planning and execution of projects; managing process improvement program for client engagement(s)
Act as business interface for client transformation teams, EXL transformation, technology and operations teams
Build relationships with key business leaders and other stakeholders to drive improvements
Facilitate the sharing of best practices from within and outside the organization and implement them and drive performance benchmarking.
Train / Mentor leadership on quality tools and concepts and mentor GBs and BBs
Business development in select areas; support in RFP, RFI responses from quality perspective
Active participation in client visits, showcasing transformation case-studies
Responsible for ensuring 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
Desired Skills and Experience:
Minimum 8 years of experience with at least 4 years of experience with BPO.
Exposure to Service Deliver Quality / Six Sigma quality with Black Belt certification is mandatory.
Experience in Quality framework and Operation Excellence.
Candidate must have mentored minimum 2 Black Belt projects.
Must have completed educations (10+2+3) with full time course.