Must be from BPO/KPO Industry only.
Must be Black belt certified.
Must be ready to work in UK shift.
Exp into Quality, Process Excellence, BB Projects, People management, Six sigma/Lean is required.
Good communication skills.
The Black Belt shall function as a change agent in the relevant business area and shall be responsible for
Driving quality deployment in the vertical
Driving customer Impact Projects
Driving Six Sigma and Lean Deployment
Driving QNS for the aligned area
Driving SLA adherence / Customer CTQ
ensuring all parameters are met and corrective and preventive actions are taken
Driving VOC/ CSAT / NPS actionable across the team and maintain/improve the scores
Driving inputs from VOC/ CSAT / NPS for improvements
Contribute and present in client/customer reviews/meetings
Adhere to compliance to Quality standards (ISO)
Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRM, Operations-review, dashboards, BQCs)
Follow appraisal and feedback mechanism
Driving Continuous Improvement projects
Initiate and best practice sharing across the team
Driving people development by aligning to the Quality DNA program
Driving culture of data based decision making