Senior Manager - Strategic Quality/Digital Transformation

Senior Manager - Strategic Quality/Digital Transformation

The Role:

- This role emphasizes leadership in service excellence & strategic quality management, with a focus on enhancing contact center processes and customer experience.

- The incumbent will be responsible for driving sustainable continuous improvement and transformation initiatives leveraging technology.

Key Responsibilities:

- Lead / mentor improvement initiatives that positively impact Client satisfaction & business profitability

- Be a visionary to identify high impact strategic projects which yield in substantial Gains

- Identify new technologies that are relevant to service line and have potential to be scaled

- Deliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement & metric enhancement.

- Apply structured problem solving methodology, tools, data analytics and technology to generate value and solve business problems

- Identifying process gaps & automation opportunities

- Project managing improvement efforts across multiple locations and maintain consistence in effort & implementation

- Interfacing with leadership/clients and identifying opportunities for value

- Driving effective Change Management for a stable & consistent delivery - Zero surprise operations.

Profile & Experience:

- Bachelor's degree with 11+ years of experience in contact center or outsourcing industry

- Experience on Gen AI tools along-side Six Sigma/Lean/Kaizen/COPC methodologies

- Exposure to drive complex improvement / transformation projects across multiple accounts/domains

- Experience in Data Analytics - Machine learning / Predictive Analytics / Power BI/SQL/Python / Big Data

- Preferred Certifications : Certified Analytics Professional / Google/Microsoft/AWS certified Data analytics / Data science professional certificate / Design Thinking Practitioner / Cloud Certification / Six Sigma/Lean/VSM certification

- Well versed with project and program management (initiation, monitoring, stakeholder management, quality, financials, risks/issues).