General Manager|Assistant General Manager | Delhi

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General Manager/Assistant General Manager - Quality ...

V

VOIZ WORKs

New Delhi, Delhi

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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 Read more