Vice President - Training & Quality - BPO/ITeS

Job highlights:

- Should be working as Head / VP - Training & Quality in current role.

- Lean Six Sigma Black Belt Certification.

- Participate in process due diligence exercise as required

Experience requirements: 15 -20 years within the BPO and / or Shared Services industry in a similar role.

Other requirements: Independent, self-starter with limited requirement for supervision

Job role:

- Provide overall leadership and mentoring to the operational quality teams within the Business Unit

- Establish best in class quality framework for delivering consistent and predictable operational quality to FiveS Digital clients

- Drive quality rigor to deliver services in line with contractually agreed service levels

Oversee the establishment service level measurement framework for each client including definitions, data capture and reporting

- Drive standardized service level reporting across all clients within the Business Unit

Participate in ongoing operations reviews with clients and present quality plan to address client concerns, if any

- Drive adoption of internal quality management tools within operations

- Drive Quality Net Savings targets in the vertical

- Collaborate with operations to drive action plans from feedback provided in the annual Voice of Customer Survey

- Provide overall leadership and mentoring to the training teams within the Business Unit

- Ensure operations associates are well equipped with client-specific process training inputs necessary for delivering consistent and predictable operational quality

- Ensure refresher training routines are established, cross-training programs are executed, and client specific training updates are disseminated to operations teams in a timely manner