Manager- Strategic Quality, Process Improvement (BPO) Winning Edge

6 - 10 years

25 - 27 Lacs

Kolkata, Mumbai

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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, reve...

Posted 5 months ago

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Manager- Process Excellence & Digital Transformation (BPO) Winning Edge

6 - 11 years

20 - 25 Lacs

Kolkata, Mumbai

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Associate Director- Digital Transformation & Process Excellence (BPO) Winning Edge

14 - 18 years

45 - 50 Lacs

Mumbai

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Profile & Experience Bachelors degree in computer science, engineering or relevant field and 10+ years of change management or transformation 5+ years of Program Management experience in a matrix environment Exposure to drive complex improvement / transformation projects across multiple accounts/domains. Transformation / Process Re-engineering (RPA, IVR, Cognitive, Bots, Messaging, Analytics, Lean / Six Sigma) Strong understanding of AI enabled Conversation Bots (Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc) Experience collaborating cross functionally within all organizational levels to build collaborative relationships. Strong internal client-facing skills with excellent communic...

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