WE ARE URGENTLY HIRING FOR THE POSITION OF AVP / VP- QUALITY
Create and communicate an overall vision for quality within the company, setting goals and recommending organizational changes to achieve these goals.
Communicate the company's quality system to customers.
Create an environment conducive to continuous quality improvement and implements systems to nurture quality excellence.
Promote consensus and quality throughout the company.
Responsible for ensuring smooth set up and functioning of quality compliance at a vertical level to meet business, internal and certification requirements; this involves designing functional level policies and procedures and driving standardization across all clients
Responsible for developing process improvement strategy at client / engagement level, planning and execution of projects; managing process improvement program for each business working closely with clients and operations
Provides innovative solutions, facilitates and mentors improvement projects; trains and coaches LBBs, Black Belts on improvement projects
Develops measures to improvement performance across processes including SLAs
Participate in RFIs/ RFPs and provide inputs on transformation and quality management
Work closely with client change and operations teams to identify / drive onshore improvement projects for select clients
Lead improvement and transformation projects using Digital transformation , Lean, DMAIC and other six sigma methodologies like DFSS etc.
Facilitate the sharing of best practices from within and outside the organization and implement them
Planning and managing budget and resource allocation for the assigned vertical
Business development and solution in select areas; support in RFP, RFI responses from quality perspective.
Must have very good knowledge of call Centre functioning and Call Centre metrics
Knowledge of all QC tools and QMS
To identify process gaps and highlight it to the regional team
Continues follow ups on issues escalated to respective stake holders
To drive Process Improvement initiatives
Must have good analytical skills to conduct various analysis and RCA on weekly/monthly basis
Should have good command on MS office (Excel and PPT)
Delivering the tasks within strict timelines
Review and Regulate SOP
Monitor, drive, and execute tasks as per SOP to ensure successful outcomes with Scope, Time, and Cost
Attend to Process Escalation and provide effective solutions
Should have excellent communication skills (written and spoken)
Certified/Trained six sigma green belt is a must
Experience of identifying process improvement opportunities.
Handling Lean/Six sigma projects - Added advantage
Willing to travel to regions as and when required.
Create sound internal controls and monitor adherence to the defined contract terms
Draft and revise department policies, whenever required
Conduct audit processes proactively, practices and documents to identify weaknesses of internal departments
Evaluate business activities to assess compliance risk
Collaborate with external auditors and HR when needed
Set plans to manage a crisis or compliance violation
Keep abreast of internal standards and business goals
Sharing Monthly compliance report with plan of action to respective stake holders
Graduate with PG will be preferred
Relevant experience of 15+ years in Quality function
Should currently be handling National or Regional quality Head position with Domestic/ International BPO
Should have worked with the strength of 4000FTSs region wise/ PAN India
Should be able to work in round the clock shifts
Should have handled a team of at least15 - 20 directly and indirectly reporting in to him
Six Sigma Black Belt certifi .15 to 20 years.