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Manager Quality Black Belt Certified BPO

  • 8-15 yrs
  • Not Disclosed

Job Description

Salary offered 18 20 LPA

Industry BPO KPO Captive Contact Centre Background Only.

Black Belt Certified Mandatory

Any Vertical

Over all 8 yrs plus work experience, Minimum 5 yrs of Work experience in Process Excellence.

Well versed in Lean Six Sigma Methodology, leading improvement projects, Full Time Role, Individual contributor role, Client Facing role, A Lean Six Sigma Black Belt possesses a thorough understanding of all aspects within the phases of D M A I C.

Candidates having onsite consulting assignments work experience in a client facing role would be an added advantage.

Should possess excellent data analysis skills.

Excellent knowledge of Excel, Word, Power point & Minitab.

Should have hands on experience in usage of Quality methodologies and techniques.

The Black Belt shall function as a change agent in the relevant business area and shall be responsible for

Driving quality deployment in the vertical

Driving customer Impact Projects

Driving Six Sigma and Lean Deployment

Driving QNS for the aligned area

Driving SLA adherence Customer CTQ

Ensuring all parameters are met and corrective and preventive actions are taken

Driving VOC CSAT NPS actionable across the team and maintain improve the scores

Driving inputs from VOC CSAT NPS for improvements

Contribute and present in client customer reviews meetings

Adhere to compliance to Quality standards (ISO)

Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRM, Operations review, dashboards, BQCs)

Follow appraisal and feedback mechanism

Driving Continuous Improvement projects

Initiate and best practice sharing across the team

Driving people development by aligning to the Quality DNA program

Driving culture of data based decision making