Manager - Quality [Six Sigma Black Belt]
Ultimate Search
Noida, Uttar Pradesh
The QC Manager BB is responsible for ensuring smooth functioning of Quality Compliance function in client processes while ensuring that internal and client compliance requirements are met and assisting in driving incremental improvements.

Work Experience Requirements

  • Minimum 5 years of total work experience with at least 2 years of relevant in BPO / ITES industry
  • Must have led at least 3 to 4 BB projects with significant savings
  • Minimum 1 year in current role / assignment
Essential Functions :
  • Set up of QC for new process / clients requiring extensive interaction with clients to understand and capture all requirements
  • Assist in set up of SLAs and continuously benchmark processes, baseline performance and target setting
  • Design new processes for QC functioning to meet client specific requirements
  • Incubation of QC in all new processes.
  • Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements
  • Facilitate and identify potential areas for improvement and actively participate in improvement initiatives and drive incremental improvements through AIM
  • Ensure the effective running and updation of the PROMPT system and accurate rating of process performance vis-à-vis SLA targets
  • Facilitate and identify potential areas for improvement; lead improvement Projects using the DMAIC and other lean six sigma methodologies like DFSS etc.
  • Train / mentor AMs and QCAs and operations teams on quality tools and concepts
  • Business development in select areas; support in RFP, RFI responses from quality perspective
Primary Internal Interactions

  • QCA”s
  • PE Asst Managers, Lead Asst Managers, Sr. Manager, AVP, VP
  • Ops AM, Lead AMs, Managers, Sr. Manager, AVP, VP
  • Migrations Managers, AVP
Primary External Interactions

  • Client, for the process quality interactions and calibrations
  • Client(s) for project reviews
Organizational Relationships :
Reports To : Sr. Manager / AVP - Quality & Process Excellence
Supervises : QCAs, AMs, Lead AMs

Education Requirements

  • Graduate in any stream
  • Black Belt training / certification for external candidates
  • Exposure to quality systems (ISO, COPC, etc) preferred
Technical Skills :
  • Excellent working knowledge of MS Office - MS Excel, Power Point, Word Doc, Outlook
  • Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred
Process Specific Skills

  • Preferably knowledge of industry domain being aligned to (example, Insurance, Banking, etc)
  • Lean Six Sigma BB Training / Certification from reputed organization / institute
  • Knowledge of quality systems (ISO, COPC) preferable
Soft skills (Desired) : Finance and budget planning

Soft Skills (Minimum) :
Functional
  • Operational planning and process management to effectively plan, prioritize and execute everyday QC operations
  • Knowledge of quality assurance, process improvements, domain, etc
  • Monitoring and Reviewing
Leadership

  • Fosters a spirit of collaboration and team work
  • Ability to relentlessly pursuing excellence
  • Demonstrates an intellectually agile and analytical approach and thought process
  • Acts as Brand Ambassador
  • Ability to win talent war through effective people management
General

  • Conformance to policies / compliances with auditing skills and eye for details
  • Ability to coach and give feedback on an ongoing basis.
  • Strong written and verbal communication skills
  • Project management skills and ability to lead in a continually challenging environment
Note : Interested candidates can send their updated profile at manish@ultimatesearch.in