Manager - Black Belt

Global Consultants Private Limited
  • Delhi
  • Confidential
  • 8-13 years
  • 105 Views
  • 09 Mar 2015
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  • Operations, Quality Control - Product/ Process

  • BPO/ ITES/ Call Centers
Job Description

Responsible for ensuring smooth set up and functioning of QA to meet business, inteal 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 inteal / 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 inteal stakeholders.


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