Job Description
Apply on Iimjobs.com
General Manager/Assistant General Manager - Quality ...
V
VOIZ WORKs
New Delhi, Delhi
Apply on Iimjobs.com
Full–time
AGM Quality
AGM/GM Quality
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.
- 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
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
- 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
- Project Management Skills
- Lean Six-Sigma Black Belt
- COPC Certified on quality or HPMT
- SQL
General Manager/Assistant General Manager - Quality ...
V
VOIZ WORKs
New Delhi, Delhi
Apply on Iimjobs.com
Full–time
AGM Quality
AGM/GM Quality
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.
- 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
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
- 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
- Project Management Skills
- Lean Six-Sigma Black Belt
- COPC Certified on quality or HPMT
- SQL
💡 Quick Summary
Seeking a career-building opportunity? The General Manager|Assistant General Manager position is now open for candidates interested in the BPO Jobs sector. This role in Delhi offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.