Associate Director - Quality/Process Excellence - BPO

Associate Director Quality / Process Excellence - MNC BPO (Hyd / Mum / Bglr).

Purpose of the role :

- Reporting to the Director/VP, the Associate Director Cap dev - Quality is responsible for Strategizing, conceptualizing & implementing Strategic quality framework & improvement projects that supports consistent delivery of client metrics & value to business.

- Responsible for managing onshore quality team for diverse businesses from Offshore location.

- Champion customer experience, cost and compliance goals for the org. Partner with various stakeholders to support business and create value for client and Org. Champion the values.

- Manage and implement quality methodologies such as six sigma, Lean & COPC, at least 7 years in BPO sector.

- Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality.

- Proactive management of identifying trends, producing root cause analysis and providing solutions

- Innovate and improve processes.

- Working knowledge of Industry tools including but not limited to AI, RPA, ML and application to improve customer journey.

- Manage a team of quality Leads, AM's Managers & Sr. Managers for various businesses.

Experience :

Required: Graduate/Postgraduate with 10+ years' experience

- Experience in digital transformation using AI and RPA tools.

- Experience in leading Six sigma, lean projects

- Experience in creating and managing strategic QA framework.

- Experience in leading client interactions

- Experience in working with diverse culture and multi-level Stakeholders.

- Telecom & BFSI Industry knowledge desired.

Should be open work in 4:00PM IST shifts.

Interested candidates can call us @ 040-35596951 / 8977001402.