Senior Manger Continuous Improvement

BPO Continuous Improvement Sr. Manager ( Lean/Six Sigma Black Belt or Master Black Belt)

1. Additional Experience Requirement for Sr. Manager Vs Manager

• Minimum 3-4 years of experience as a QA/CI Manager in a BPO environment.

2. Role Expectations Must Set Expectations with Candidates

• Night Shift Role Confirm candidate’s willingness and prior experience.
• Live Data Analysis Exercise (Excel & Statistics) Required – Ensure candidate is aware.

3. Mandatory Technical Skills

• Excel Expertise – Must include:
• Weighted average formulas
• COUNTIF for tagging’s
• VLOOKUP & HLOOKUP
• Pivot tables, advanced formulas, quartile analysis, dashboard creation
• PowerPoint Expertise – Ability to create executive-level decks for data storytelling.
• Minitab/Statistical Templates – Required for deep-dive analytics.

4. Highly Desirable Skills

• Canva/Other Visual Tools – Ability to present insights engagingly.
• Exposure to Speech Analytics Tools – Experience with speech-to-text analysis for quality insights.

5. KPI & Data Analysis Expertise

• BPO KPI Knowledge – AHT, CSAT, NPS, FCR (must be able to clean and analyze data in Excel).
• Quartile Management Dashboards – Ability to visualize performance distribution.
• Root Cause Analysis & Statistical Insights – Capability to derive key trends from data.

6. Higher-Level Critical Continuous Improvement Responsibilities

• Consulting-Level Insights – Ability to provide deep, strategic insights into the client’s business using data.
• Customer Journey Consulting – Advanced analysis of customer journeys to identify business transformation opportunities.
• Business Strategy & Recommendations – High-level advisory using statistical modeling and consulting methodologies.
• Process Reengineering & Innovation – Lead strategic improvement projects beyond operational fixes.