in Pune & Bangalore
*Brief Job Description: *
Drive quality deployment in the vertical. Pune operations are medium to high complexity back office operations (1100 FTE) and Bangalore operations are voice customer service operations (600 FTE). Ideal incumbent will have relevant experience in the BPO industry.
*Key Accountabilities:* * *
o Drive customer communication
o Drive Six Sigma and Lean projects
o Drive QNS within the team
o Drive SLA adherence / Customer CTQ – ensuring all parameters are met and corrective and preventive actions are taken
o Drive VOC actionable across the team and maintain/improve the scores
o Drive inputs from VOC for improvements
o Contribute and present in client/customer reviews/meetings
o Adhere to compliance to Quality standards (ISO, COPC etc)
o Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRC, Operations-review, dashboards, BQC’s)
o Follow appraisal and feedback mechanism
o Drive Continuous Improvement projects
o Initiate and best practice sharing across the team
o Drive people development by aligning to the Quality DNA program
Drive culture of data based decision making
*Prerequisites:*
Plan, implement, operationalize and integrate Six Sigma, ISO (plus any other Q initiatives) for the process and the client.
o 8-12 Years of Relevant Work Experience
o Worked in service/ BPO / manufacturing set up
o Six Sigma/ ISO/ COPC/ PCMM/ BS
o Post Graduate in Management or any other area
o Graduate with Mathematics as one of the subjects
o Excellent communication skills should be able to communicate with external customers and senior leadership
o Should be able to handle a team of up to 25 hi potential Quality resources
o Should be a good mentor
o Knack for detailing, drilling down
o Training capabilities
o Handling large data and hands on with statistics
o Tech savvy
o Friendly to applications and other tools
*Knowledge / Qualifications / Competency:*
o Post Graduates in any Stream
o Communication Skills
o Microsoft Office skills high
o Minitab
o Six Sigma certified
o PMP preferable
*INTERESTED APPLICANTS PLEASE APPLY WITH UPDATED PROFILE DOCUMENTS ON swati.iyengar@wnsgs.com !!*
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