Radical Minds - Assistant General Manager - Quality

Assistant General Manager-Quality

Radical Minds Technologies (RMT) is one of the fastest growing business process outsourcing and technology solutions provider company with our centers in Gurgaon, Noida, Bangalore & Chennai.

Radical Minds urgently requires: AGM - Quality

- Design, develop and deliver Quality Framework

- Lead Quality function, work with respective Managers to create a robust plan to improve agent performance

- Identify and scope key process improvement opportunities within Customer Service / BPO Operations - Voice, Chat, Back-office. Must have in-depth knowledge of Business Process outsourcing (BPO) processes (Inbound voice, outbound voice, chat, digital, social and back-office Processes).

- Preference to candidates who have supported, Travel, e-commerce, customer service processes in Transaction Quality & Process Excellence capacity

- Work closely with business leadership to implement and deliver process improvements within Customer Operation verticals to improve metrics, KPIs, process excellence, continuous improvement and digital automation

- Lead by action and example in the application of continuous process improvement tools and techniques (e.g., Lean, DMAIC, DFSS and Value Stream Management).

- Strong problem-solving, analytical and quantitative skills

- Demonstrated ability to guide and manage business change and transformation projects

- Ability to analyse qualitative and quantitative data and identifies opportunities for improvement of processes and customer experiences.

- Ability to verify and document current processes as part of gap and root cause analysis, identify gaps which impact business outcomes and CX metrics.

- Ability to build and drive Transformation road maps across large estates by seeking stakeholder buy ins and clear ROI showcasing.

- Enhance process capability from the current base-line of key metrics through process improvement methodologies

- Analyze current operations to identify new project opportunities with financial and operational benefits. Determine key drivers to meet the business objectives.

- Develop and implement appropriate metrics, dashboards and systems to sustain gains and promote Process Excellence activity and a continuous improvement culture for aligned vertical

- Active participation in WBR/MBR/QBRs with internal stakeholder & clients

- Conduct diagnostic studies on the key business processes and implement a Process excellence framework in line with the business objectives

- Experience in preparing Business Process flows, Creating/Updating Standard Operation Procedures, and documenting business insights with recommendations

- Must be able to prioritize multiple projects, perform complex tasks, organize and follow through consistently and work under pressure to meet deadlines in a fast-paced environment

- Change leadership experience: willing to take risks, challenge the status quo and work under ambiguous circumstances

- Lean/ Six Sigma Certification through a recognized, national organization

Interested candidates can also mail their profile or whatsapp on 9289640609.