Assistant Vice President - Quality Excellence

An ideal candidate with experience in Quality Excellence in BPO industry.

Responsibilities -

Build a strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience.

Analyze business processes and assist in identifying problems and mitigating plans for quality improvement.

Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardization across all clients.

Be well informed on the developments in process improvement programs and contribute in implementing business strategy for positive customer experience.

Business development and solution in select areas; support in RFP, RFI responses from quality perspective. You will be responsible for set up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements.

Facilitate the sharing of best practices from within and outside the organization and implement them

Planning and managing budget and resource allocation for the assigned vertical

Required Experience -

12 - 15 years of experience into Quality Excellence

Good experience of CSAT projects / AHT Matrix

Experience in lean six sigma projects - Green and Black Belt

Preferred experience from Utility / travel domain

Location -

Noida / Gurgaon

Open to work from Office

Qualifications

Any Graduate

Strong verbal or written communication skills

Team Management Skills

Lean Six Sigma certified - Black Belt