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Senior Quality Manager

2 months ago

Delhi, India Everise Full time
The ideal candidate will have over 5 years of overall work experience, including 3-4 years as a manager leading Six Sigma continuous improvement projects within a contact center or BPO environment. This role is critical to our commitment to maintaining high standards of quality and efficiency across all business functions.

Key Responsibilities:Lead and manage continuous improvement projects using Six Sigma methodologies.Collaborate with cross-functional teams to identify opportunities for process improvement.Analyze data to identify root causes of process inefficiencies and implement effective solutions.Develop and deliver training programs to build Six Sigma capabilities within the organization.Monitor project progress, performance, and outcomes to ensure alignment with business objectives.Report on project status, achievements, and areas for improvement to senior management.Drive key performance indicator (KPI) improvements in the contact center, focusing on metrics such as customer experience, First Call Resolution (FCR), and other critical service delivery metrics.Foster a culture of continuous improvement and innovation within the team and the broader organization.Utilize strong Excel skills for data analysis and reporting, and PowerPoint skills for creating impactful presentations.

Qualifications:Certified Six Sigma Green Belt/ Black BeltOver 5 years of overall work experience, with 3-4 years of experience as a manager leading continuous improvement projects.Proven track record of successfully implementing Six Sigma projects.Strong analytical skills with the ability to interpret complex data and metrics.Experience in improving contact center KPIs, including customer experience and First Call Resolution (FCR).Proficiency in Microsoft Excel for data analysis and reporting.Proficiency in Microsoft PowerPoint for creating presentations and visual reports.Excellent communication and leadership skills.Ability to work collaboratively with diverse teams.Strong problem-solving skills and a proactive approach to challenges.