- Stakeholder management: This role is expected to have a high degree of cross-functional stakeholder engagement across business teams, program/product teams and cross functional teams to benchmark best practices.
- Working closely with Operation and Functional Teams to identify process bottlenecks, conduct root cause analysis and implement process improvements & digital solutions across the business or organization
- The setting, validating and auditing measurement systems to deliver business impact
- Building Process Perfection culture in the team
- Providing Team Leadership in the application of Lean & Six Sigma tools and Process Perfection methodology
- Driving Standardization and Global Best Practices within the organization by using specialists across Practice, Transitions, IT and other relevant functions
- Motivating change management within Operations and customer organization
- Implementing Business Process Management Systems (BPMS) for newly Transitioned processes;
- Define & implement Product Quality charter & key processes to drive Quality outcomes for the group.
- Ensure regular Process compliance checks/Periodic Audits are conducted for reporting health of delivery Processes, conducting gating reviews for deliverables and deploy a tollgate-based compliance checks leading to successful release
- Anchor & drive process adoptions, Conduct Gap Analysis & Process compliance Audits as per business requirements/ agreement with stakeholders tied to development lifecycles.
- Facilitate Application transition to BAU/support to improve end user experience
- Define and track Key Performance Indicators and best practice implementation.
- Assist in internal/external quality audits, track non-compliance to closure and ensure adherence to ISO/CMMI, SOX Compliance, IRMC, Data Privacy guidelines as applicable
- Continuously look for process improvements, facilitate delivery to implement productivity improvements, Lean & Six Sigma methodologies
- Building a framework for operations associates to participate in Six Sigma projects
- Identifying areas of significant process improvement and business impact
- Liaison with executive leadership and act as a go to person for issues related to efficiency, process stabilization and identifying digital opportunities
- Leading and Implementing business process management system for new processes
- Building and co-own continuous improvement roadmaps for all operations processes
- Mentoring associates through their journey of yellow, green, black, and master black belts from training to project implementation and certification
- Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
General Manager Quality - New Delhi, India - R3 Consultant
Description
AGM / GM Quality
Location: NCR (New Delhi)
Become familiar with who we are and what we do.
Our client is a global service company focused on delivering awesome customer experiences for its clients. With our focus on continuous innovation, out-of-the-box solutions, and being enablers for our customers, we find the missing X that propels us as partners towards Xponential growth.
Curious about the role? Let's take a closer look.
Responsibilities: This role requires you to drive the quality strategy. The candidate needs to have the ability to deep dive to root cause and develop actions to drive agent and process Improvement. The candidate needs to create plans, review the design and deploy solutions with an ability to quantify results and share qualitative insights and collaborate with operations teams to ensure a better quality of interaction. The progress needs to be reported and quantify the impact to understand and share its effectiveness that impact our customers and partners.
Skills Required
Experience in managing quality control/quality analysis in contact center environment or leading cross-functional quality improvement projects and teams
Quality certification (e.g. Lean Six Sigma, TQM,COPC etc.) is must
10+ years of demonstrated team management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
Proven track record of collaborating with cross-functional groups to produce results
Demonstrated ability to perform well in a rapidly changing and extremely global team
Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
Excellent communication skills
Strong critical thinking and exceptional problem-solving skills
Project Management Skills
Lean Six-Sigma Black Belt
COPC Certified on quality or HPMT
SQL
Not enough? Here are some other cool X factors to keep you pampered
Flexible schedule
Friendly work environment
State-of-the-art cafeteria
Are you ready to take off your career flight?
Join us for Xponential career growth