DGM - Quality - Business Excellence - BPO

The Organisation:

One of the largest BPOs in India, part of a Multinational Conglomerate

The Role:

1. Manage and execute high impact business / organizational projects which are cross functional in nature.

2. Generate business impact / client value adds through Continual Improvement initiatives or transformational thought process

3. Support all geographies in Continual Improvement initiatives.

4. Support all other Business Excellence initiatives e.g. CSAT, Internal Customers Satisfaction (ICSAT), Operations Self Assessments (Health checks), implementation of Transition Methodology.

5. Alignment of organizational metrics to Excellence frameworks.

6. Implement strong governance to address Operations Quality and Improvement projects and initiatives.

7. Build team capability

The Person:

1. Minimum 15 Years experience in a Call Center handling Quality/Business Excellence role

2. Six Sigma Black Belt Certified (or trained and has done projects BB projects)

3. Sound knowledge and implementation experience of Excellence models (eSCM, EFQM, Malcolm Balridge, CMM etc.)

4. Strong Program management skills

5. Knowledge of ISO9000, ISO27000, HIPAA is added advantage

6. Work experience as Quality consultants will be an added advantage

7. Capability to train and conduct workshops in Business Excellence

8. Ability to identify process re-engineering requirements against end to end service provisioning

9. Ability to work across various geographies

10. Customer facing and interaction abilities

11. Should be willing to work in Night shifts (up to 12. 30 AM)