Lead Business Process Improvement Specialist

2 days ago

Hyderabad, Telangana, India beBeequality Full time ₹ 20,00,000 - ₹ 25,00,000

Job Title: Quality Lead - Business Process Management

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We are inviting applications for a Quality Lead role in our Business Process Management team. In this position, you will be responsible for supporting businesses, managing knowledge effectively, and upskilling employees in terms of domain.

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Key Responsibilities:

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  • Effectively manage and mentor a team responsible for diverse workflows, quality channels, and stakeholders.
  • Work closely with the Operation Team to provide feedback on quality.
  • Conduct quality meetings with the team to analyse errors and identify areas for improvement.
  • Guide and coach QAs to improve and sustain performance.
  • Tell the story of why quality matters, build consensus, and inspire others to move fast on fixing problems.
  • Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met.
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Additional Responsibilities:

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  • Assessing and prioritizing top-quality issues affecting teams across all decision-making channels.
  • Driving investigation of highly sensitive issues affecting the office, working with teams and leaders across clients to understand what happened and why.
  • Staying connected with how our support ecosystem is evolving and helping head off quality issues before they begin.
  • Finding creative workarounds for quality issues where tools are the root cause.
  • Actively reviewing decision accuracy audits to ensure accuracy and alignment with quality process.
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Requirements:

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  • A graduate or postgraduate degree with a solid academic record.
  • Relevant experience in BPM/Service Industry with good experience in Training/Quality, Learning & Development, communication, and customer experience improvement programs.
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Preferred Qualifications:

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  • Demonstrated management ability across diverse functions (direct reports, cross-functional relationships, 3rd party vendors).
  • Proven track record of collaborating with cross-functional groups to produce results.
  • Strong practical experience with Excel and/or Tableau/Power BI.
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This Role Is Ideal For:

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  • Candidates who have expertise in Business Process Management and Quality Assurance.
  • Individuals with strong leadership skills and experience in guiding teams to achieve high-quality results.
  • Those who can communicate complex ideas clearly and persuasively.

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