AVP - Quality - BPO (12-15 yrs)

Quality to lead and drive quality initiatives across business processes. The incumbent will be responsible for ensuring process excellence, driving quality frameworks, and implementing best practices to enhance operational efficiency and customer satisfaction.

Key Responsibilities:

- Develop and implement quality strategies, policies, and frameworks to enhance business performance.

- Oversee quality assurance and process improvement initiatives across various business verticals.

- Ensure compliance with industry standards, regulatory requirements, and client expectations.

- Lead Six Sigma, Lean, and other quality methodologies to drive continuous improvement.

- Establish KPIs and quality metrics to measure performance and efficiency.

- Collaborate with cross-functional teams to enhance service delivery and customer experience.

- Conduct regular audits, identify process gaps, and implement corrective action plans. Train and mentor quality teams to build a culture of continuous improvement.

- Drive automation and technology adoption to optimize quality processes.

- Handle client escalations and drive root cause analysis for service improvements.

Experience:

- 12+ years in Quality Management within the BPO/ITES industry.

Education:

- Bachelor's/Master's degree in Business Administration, Quality Management, or a related field.

Certifications:

- Six Sigma Black Belt/Green Belt preferred.

- Strong knowledge of ISO standards, COPC, and other quality frameworks.

- Excellent leadership, analytical, and problem-solving skills.

- Strong stakeholder management and ability to drive change initiatives.

- Experience in handling large teams and multiple clients.

- Excellent communication and presentation skills.