Company Description Bill Gosling Outsourcing India Private Limited (Formerly MattsenKumar) is a contact center industry leader with over 65 years of experience. The company partners with clients to create outsourced communication solutions to reach their customers efficiently. Bill Gosling Outsourcing India is dedicated to helping clients achieve their business goals and navigate their path to success. Role Description This is a full-time on-site role for a Quality Consultant located in Jaipur The Quality Consultant will be responsible for implementing quality assurance, and management processes. The role will also involve providing consulting services to enhance overall quality practices within the organization. Qualifications Bachelor's in any field Can be experienced Quality Analyst or either 6 months experience in Domestic or International Voice process in BPO Should be comfortable to work from office Should be comfortable to work in night shifts 5 day working Sat-Sun fixed weekoff Show more Show less
JOB SUMMARY : Candidate will need to Identify and implement process improvement efforts for the business within the client framework and within sound process improvement accepted disciplines and practices. Take responsibility and accountability for the successful utilization and results of the Performance Excellence program. DUTIES AND RESPONSIBILITIES: Will be responsible to work as a client end representative and will be deployed at the client’s facility Drive, Identify, plan and implement key projects to improve quality, reduce cost, increase productivity and improve cycle time by reducing wasted time, scrap, rework, etc. resulting in significant business improvement and customer satisfaction Will be responsible to deliver on the project/ program goals while closely working with the clients Partner with teams to identify improvements in efficiency, productivity & utilization Drive elimination of process inefficiencies using business & analytical skills Will be responsible to drive process and value stream mapping for client’s work flows/processes Lead P-EX programs and is accountable for the successful execution of the project. Accountability includes driving the project through various phases of the project It will be an added benefit to have an experience on business process re-engineering
The candidate will need to identify and implement process improvement efforts for the business within the client framework and sound process improvement accepted disciplines and practices. You will take responsibility and accountability for the successful utilization and results of the Performance Excellence program. You will be responsible for working as a client end representative and will be deployed at the client's facility. Your key duties will include driving, identifying, planning, and implementing projects to improve quality, reduce costs, increase productivity, and enhance cycle time by reducing wasted time, scrap, rework, etc., resulting in significant business improvement and customer satisfaction. Your role will involve delivering on project/program goals while closely collaborating with the clients. As part of your responsibilities, you will partner with teams to identify improvements in efficiency, productivity, and utilization. You will drive the elimination of process inefficiencies using business and analytical skills. Additionally, you will be responsible for driving process and value stream mapping for clients" workflows/processes. You will lead Performance Excellence (P-EX) programs and be accountable for the successful execution of the project. This includes driving the project through various phases of the project. Having experience in business process re-engineering will be an added benefit for this role.,
Role Overview: The Operations Excellence Manager is responsible for overseeing and optimizing end-to-end business operations while ensuring high-quality service delivery. This role involves client management, people & performance management, and cross-functional team leadership, with a focus on process efficiency, stakeholder collaboration, and business growth. Key Role Deliverables: Business Transformation (80%) Design & implement operational excellence framework best suited for the vertical Formulate & Manage detailed KPI table across all businesses in e-commerce domain Identify and lead improvement initiatives in internal business/ operational processes Drive innovation & automation for waste elimination & efficiency improvement Engage the employee base in various operational excellence initiatives Service Delivery (20%) Provide service delivery support to process owners (located at different location). This includes people management, performance tracking/financial analysis(Invoicing) & ensuring team is adhering to BGO Policies/standards. Ensuring adherence to service levels as defined by the client Headcount management/co-ordination at client site. Project & Team Management Oversee multiple projects across different Lines of Business (LOBs), ensuring timely delivery and quality standards. Lead a diverse team of 20+ members, including Business Analysts, Process Excellence Leads/AMs & content developers. Foster a collaborative and high-performance culture by setting clear goals, mentoring team members, and driving accountability. Operational & Process Excellence Identify process gaps and implement efficiency-driven solutions to improve workflows and service delivery. Work closely with Process Excellence Analysts to standardize operations, reduce inefficiencies, and drive continuous improvement. Leverage data insights to track performance, optimize processes, and ensure compliance with internal and client-defined SLAs. Required skills and attributes Currently working as at least Assistant Manager or Manager for 2+ years Strong Analytical & Problem-Solving Skills Should have demonstrated project / program management skills Extensive understanding of mistake proofing & automation tools Lean Six Sigma GB certified (or BB trained) would be added advantage Experience of E-Commerce / Internet Industry either directly with organizations in this space or indirectly as a service provider would be an added advantage People management skills Great communication skills, Self-Motivated Independent worker, Excellent interpersonal skill Strong stakeholder and client management skills. Ability to lead and manage a diverse team across multiple functions. Excellent analytical, problem-solving, and decision-making abilities. Proficiency in project management tools, reporting dashboards, and financial systems is a plus. Keynotes: Work from Client location (leading ecom/shopping website) 5 Days working/India work hours Salary up to 12 LPA + Benefits & Perks
JOB SUMMARY: Candidate will need to Identify and implement process improvement efforts for the business within the client framework and within sound process improvement accepted disciplines and practices. Take responsibility and accountability for the successful utilization and results of the Performance Excellence program. DUTIES AND RESPONSIBILITIES: Will be responsible to work as a client end representative and will be deployed at the client’s facility Drive, Identify, plan and implement key projects to improve quality, reduce cost, increase productivity and improve cycle time by reducing wasted time, scrap, rework, etc. resulting in significant business improvement and customer satisfaction Will be responsible to deliver on the project/ program goals while closely working with the clients Partner with teams to identify improvements in efficiency, productivity & utilization Drive elimination of process inefficiencies using business & analytical skills Will be responsible to drive process and value stream mapping for client’s work flows/processes Lead P-EX programs and is accountable for the successful execution of the project. Accountability includes driving the project through various phases of the project. It will be an added benefit to have an experience on business process re-engineering EXPERIENCE : At least 1 years’ experience working on assignments that involve analysis of specific business impacting data points and the presentation of results and recommendations, ideally with external customers Six Sigma Green/Black belt will added advantage (Not Mandatory) Minimum experience of 1 year in E-Commerce industry/Manufacturing/BPO Industry Experience in Quality improvement and providing support to both external and internal contacts towards process improvement will be preferred Experience from process improvement projects desired Keynotes: Work from client office in Bangalore 5 Days working, Indian standard hours CTC: up to 7LPA
JOB SUMMARY: Candidate will need to Identify and implement process improvement efforts for the business within the client framework and within sound process improvement accepted disciplines and practices. Take responsibility and accountability for the successful utilization and results of the Performance Excellence program. DUTIES AND RESPONSIBILITIES: Will be responsible to work as a client end representative and will be deployed at the clients facility Drive, Identify, plan and implement key projects to improve quality, reduce cost, increase productivity and improve cycle time by reducing wasted time, scrap, rework, etc. resulting in significant business improvement and customer satisfaction Will be responsible to deliver on the project/ program goals while closely working with the clients Partner with teams to identify improvements in efficiency, productivity & utilization Drive elimination of process inefficiencies using business & analytical skills Will be responsible to drive process and value stream mapping for clients work flows/processes Lead P-EX programs and is accountable for the successful execution of the project. Accountability includes driving the project through various phases of the project. It will be an added benefit to have an experience on business process re-engineering EXPERIENCE : At least 1 years experience working on assignments that involve analysis of specific business impacting data points and the presentation of results and recommendations, ideally with external customers Six Sigma Green/Black belt will added advantage (Not Mandatory) Minimum experience of 1 year in E-Commerce industry/Manufacturing/BPO Industry Experience in Quality improvement and providing support to both external and internal contacts towards process improvement will be preferred Experience from process improvement projects desired Keynotes: Work from client office in Bangalore 5 Days working, Indian standard hours CTC: up to 7LPA Show more Show less
Role Overview: The Operations Excellence Manager is responsible for overseeing and optimizing end-to-end business operations while ensuring high-quality service delivery. This role involves client management, people & performance management, and cross-functional team leadership, with a focus on process efficiency, stakeholder collaboration, and business growth. Key Role Deliverables: Business Transformation (80%) Design & implement operational excellence framework best suited for the vertical Formulate & Manage detailed KPI table across all businesses in e-commerce domain Identify and lead improvement initiatives in internal business/ operational processes Drive innovation & automation for waste elimination & efficiency improvement Engage the employee base in various operational excellence initiatives Service Delivery (20%) Provide service delivery support to process owners (located at different location). This includes people management, performance tracking/financial analysis(Invoicing) & ensuring team is adhering to BGO Policies/standards. Ensuring adherence to service levels as defined by the client Headcount management/co-ordination at client site. Project & Team Management Oversee multiple projects across different Lines of Business (LOBs), ensuring timely delivery and quality standards. Lead a diverse team of 20+ members, including Business Analysts, Process Excellence Leads/AMs & content developers. Foster a collaborative and high-performance culture by setting clear goals, mentoring team members, and driving accountability. Operational & Process Excellence Identify process gaps and implement efficiency-driven solutions to improve workflows and service delivery. Work closely with Process Excellence Analysts to standardize operations, reduce inefficiencies, and drive continuous improvement. Leverage data insights to track performance, optimize processes, and ensure compliance with internal and client-defined SLAs. Required skills and attributes Currently working as at least Assistant Manager or Manager for 2+ years Strong Analytical & Problem-Solving Skills Should have demonstrated project / program management skills Extensive understanding of mistake proofing & automation tools Lean Six Sigma GB certified (or BB trained) would be added advantage Experience of E-Commerce / Internet Industry either directly with organizations in this space or indirectly as a service provider would be an added advantage People management skills Great communication skills, Self-Motivated Independent worker, Excellent interpersonal skill Strong stakeholder and client management skills. Ability to lead and manage a diverse team across multiple functions. Excellent analytical, problem-solving, and decision-making abilities. Proficiency in project management tools, reporting dashboards, and financial systems is a plus. Keynotes: Work from Client location (leading ecom/shopping website) 5 Days working/India work hours Salary up to 12 LPA + Benefits & Perks