Assistant Vice President

7 days ago

uttar pradesh, India EXL Full time

An ideal candidate with experience in Quality Excellence in BPO industry.Responsibilities -Build a strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience.Analyze business processes and assist in identifying problems and mitigating plans for quality improvement.Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardization across all clients.Be well informed on the developments in process improvement programs and contribute in implementing business strategy for positive customer experience.Business development and solution in select areas; support in RFP, RFI responses from quality perspective. You will be responsible for set up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements.Facilitate the sharing of best practices from within and outside the organization and implement themPlanning and managing budget and resource allocation for the assigned verticalRequired Experience - 12 - 15 years of experience into Quality ExcellenceGood experience of CSAT projects/AHT MatrixExperience in lean six sigma projects - Green and Black BeltPreferred experience from Utility/travel domainLocation -Noida/GurgaonOpen to work from OfficeQualificationsAny GraduateStrong verbal or written communication skillsTeam Management SkillsLean Six Sigma certified - Black Belt

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