Senior Manager- Quality Excellence & Process Excellence

Job Description

This role emphasizes leadership in service excellence strategic quality management, with a focus on enhancing contact center processes and customer experience. The incumbent will be responsible for driving sustainable continuous improvement and transformation initiatives leveraging technology. Key Responsibilities: *Lead / mentor improvement initiatives that positively impact Client satisfaction business profitability *Be a visionary to identify high impact strategic projects which yield in substantial Gains *Identify new technologies that are relevant to service line and have potential to be scaled *Deliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement metric enhancement. *Apply structured problem solving methodology, tools, data analytics and technology to generate value and solve business problems *Identifying process gaps automation opportunities Project managing improvement efforts across multiple locations and maintain consistence in effort implementation Interfacing with leadership/clients and identifying opportunities for value Driving effective Change Management for a stable consistent delivery Zero surprise operations Profile Experience: Bachelors degree with 11+ years of experience in contact center or outsourcing industry *Experience on Gen AI tools along-side Six Sigma/Lean/Kaizen/COPC methodologies *Exposure to drive complex improvement / transformation projects across multiple accounts/domains Experience in Data Analytics - Machine learning / Predictive Analytics / Power BI/SQL/Python / Big Data Preferred Certifications : Certified Analytics Professional / Google/Microsoft/AWS certified Data analytics / Data science professional certificate / Design Thinking Practitioner / Cloud Certification / Six Sigma/Lean/VSM certification Well versed with project and program management (initiation, monitoring, stakeholder management, quality, financials, risks/issues).