General Manager - Transactional Quality - BPO

JOb Description:

Drive continuous improvement program across processes

Analysis of utilization, efficiency and available data for the process

Undertake detailed process improvement studies and up skills the team members

Drive culture of continuous improvement

Provide Training and quality support, development of metrics and dashboards in line with cus

Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation

Excellent Transactional Quality Domain Knowledge

Desired Profile :

Post-Graduation Degree is Preferred

Certified & Trained on Black Belt (Green Belt certification is MUST, Black Belt certification is desirable)

Demonstrated success in Transactional Quality

Exposure to different improvement frameworks like Six Sigma, Lean

Strong communication & facilitation skills

Strong analytical skill- ability to work with huge volume of data using statistical tools

Flexible approach to tackling projects