Experience in delivering standard quality management framework across large organizations.
b.Ability to set up lagged and leading indicators for measurement in the system. Build and drive calibration models to drive standardization across onshore and offshore.
c.Experience in Driving SOPs and BPMS
d.Should be COPC Certified or should have BB certification in Six Sigma
e.Ability to decipher metrics both independent and derived.
f.Experience in handling data and call transaction monitoring.
g.Predictive methods of defect deduction and setting up of root cause corrective system for robust assurance.
h.Ability to understand repetitive errors and mistake proof processes
i.Experience in delivering end to end projects delivering on key metrics around customer satisfaction, cost reduction and efficiency improvement.
j.Experience in projects onshore and offshore.
k.Process mapping capability.
l.Experience of leading large teams across regions would be an added advantage.
m.Experience in latest efficiency technology like robotics and machine learning to drive gain share initiatives.
n.Experience in handling RFI / RFP while pitching for new business.
o.Experience in providing business insights for upstream and downstream improvements.