Vice President - Quality - Travel/Transport/Logistics & Hospitality Sector - BPO (15-20 yrs)

Position Overview:

- As Vice President - Quality, you will lead the quality management strategy, ensuring operational excellence and customer satisfaction in the Travel, Transport, Logistics, and Hospitality (TTLH) verticals.

- This role involves implementing process improvements, leveraging Six Sigma methodologies, and driving a culture of continuous improvement to align the quality function with the company's vision and goals.

Key Responsibilities:

Strategic Leadership:

- Develop and execute a comprehensive quality strategy aligned with the company's business objectives.

- Innovate and evolve quality frameworks to address the growing demands of the TTLH sector.

- Collaborate with senior leadership to enhance operational efficiency and customer satisfaction.

Team Management:

- Lead and manage a team of 100+ quality professionals within a BPO size of approximately 1,000 employees.

- Foster a culture of continuous improvement and professional development across the team.

Process Optimization:

- Implement Six Sigma Black Belt methodologies to identify inefficiencies, improve processes, and reduce costs.

- Establish KPI's, monitor performance metrics, and ensure adherence to industry standards and client expectations.

Compliance and Standards:

- Maintain compliance with industry-specific quality standards for the TTLH sector.

- Ensure alignment with client expectations and contractual requirements.

Performance Reporting:

- Track and report progress on quality initiatives to the executive team, providing insights and recommendations for improvement.

Key Requirements

Experience:

- 15-20 years in quality management within the BPO industry, specifically handling voice-based customer support processes.

- Proven experience managing quality teams of 100+ professionals and overseeing operations in BPO environments of 1,000+ employees.

Certifications:

- Six Sigma Black Belt or Master Black Belt certification is mandatory.

Skills:

- Leadership: Strong ability to lead cross-functional teams and drive organizational change.

- Strategic Vision: Capability to design long-term quality strategies that enhance customer experience.

- Analytical: Expertise in data analysis, problem-solving, and deploying Six Sigma methodologies.

- Communication: Excellent interpersonal and leadership communication skills.

- Adaptability: Thrive in dynamic, fast-paced environments while maintaining a focus on exceptional results.