Quality Control Sr. Manager Black Belt – Quality & Process Excellence

SUMMARY:
QC Sr. Manager Black Belt – Quality & Process Excellence

POSITION INFO:

Basic Function
The QC Sr. Manager BB or LBB is responsible for ensuring smooth functioning of Quality Compliance function in client processes while leading process improvement program for the client processes.
 
Essential Functions
 Set up of QC for new process / clients requiring extensive interaction with clients to understand and capture all requirements
 Assist in set up of SLAs and continuously benchmark processes, baseline performance and target setting
 Facilitate sharing of best practices
 Design new processes for QC functioning to meet client specific requirements
 Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements
 Develop process improvement strategy and work on planning and execution of the same to meet the desired benefits; lead improvement Projects using the DMAIC and other six sigma methodologies like DFSS etc.
 Train / Mentor leadership on quality tools and concepts and mentor GBs and BBs
 Work closely with clients and operations teams to identify transformation / onshore improvement opportunities
 Business development in select areas; support in RFP, RFI responses from quality perspective
 
 Primary Internal Interactions
 QCA’s
 PE Asst Managers, Lead Asst Managers, Sr. Manager, AVP, VP
 Ops AM, Lead AMs, Managers, Sr. Manager, AVP, VP
 Migrations Managers, AVP
 Business Development team
 SAM
 
Primary External Interactions
 Client, for the process quality interactions and calibrations
 Client(s) for project reviews
 
 
Skills
Technical Skills
 Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
 Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred
 
Process Specific Skills
 Preferably knowledge of industry domain being aligned to (example, Insurance, Banking, etc)
 Lean Six Sigma BB Training / Certification from reputed organization / institute
 Knowledge of quality systems (ISO, COPC) preferable
 
Soft skills (Desired)
 Consultative mindset
 
Soft Skills (Minimum)
Functional
 Operational planning and process management to effectively plan, prioritize and execute everyday QC operations
 Knowledge of quality assurance, process improvements, domain, etc
 Monitoring and Reviewing
 
Leadership
 Fosters a spirit of collaboration and team work
 Ability to relentlessly pursuing excellence
 Demonstrates an intellectually agile and analytical approach and thought process
 Demonstrates strategic focus and strong business acumen
 
General
 Conformance to policies / compliances with auditing skills and eye for details
 Strong written and verbal communication skills.
 Project management skills and ability to lead in a continually challenging environment
 
Education Requirements
 Graduate in any stream
 Black Belt certification from recognized institute
 Exposure to quality systems (ISO, COPC, etc) preferred
 
Work Experience Requirements
 Minimum 6 years of total work experience with at least 2 years of relevant in BPO / ITES industry
 Must have led at least 3 to 4 BB projects with significant savings
 Must have mentored at least 8 – 10 GB / YB projects

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