AVP Quality

AVP Quality

AVP Quality

Aegis is Hiring for the AVP Quality for Bangalore Location

Aegis Customer Support Services Private Limited. 3.6(1346 reviews)

 10 - 11 yrs  


Job Description


  • Job Description : - 
    Key Responsibilities: 
    - Facilitates the execution of the strategy through local management and support teams.
    - Leads and supports process improvement projects at the network level that may have a global impact.
    - Coaches and trains management, CS (Customer Service) Associates and project teams on concepts and methodologies. 
    - Performs quantitative analysis of key process indicators to identify opportunities for process improvement. - Demonstrates discretion in coordination of project scoping and selection to align with business objectives.
    - Oversees site project portfolio, assisting Kaizen Promotion Officers and individual project managers with execution and delivery of results. 
    - Audits completed projects to verify sustained impact and partners with Financial Controller to validate impact.
    - Communicates across all levels on project and program progress.
    - Facilitates and participates in meetings as necessary to facilitate growth and network-wide parity. - Represent sites needs in other teams prioritization processes (e.g. gathers requirements, builds case, and partners with software teams to deliver improvements). 
    - Manages and develops direct reports as appropriate.
    - Performs general duties to support and improve the Customer Service program locally and globally as part of CS. 

    Desired Candidate Profile : 
    - Minimum of 10 years experience in an MNC BPO ( Telecom )using Voice of the Customer analysis to drive process improvements through the application of Lean and/or Six Sigma tools and concepts. Should be working as an AVP Six Sigma in an MNC BPO.
    -Minimum 5 years of experience in Quality
    -Completed Projects On AHT, CSAT and Repeat

    - Large Project/Program management experience. 
    - Experience in or demonstrated ability to lead people/teams without formal responsibility and interacting and building rapport with teams of all levels Experience communicating and presenting to large groups
    - Analytical background
    - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis 
    - Ability to execute with total autonomy and deal with ambiguity. Preferred 

    Qualifications: - Advanced degree (technical or MBA) - Experience managing a project portfolio. - Six Sigma Master Black Belt or Lean Certification 
    - Mastery of SQL, SharePoint, Excel, PowerPoint, Word and a statistical package (e.g. JMP or Minitab) - Strong verbal and written communication skills.
    - Self-starter was capable to taking initiative and working with minimal direction. Consultative:
    - Type of person who routinely gets assigned difficult tasks, completes them on time, and meets or exceeds expectations in terms of quality and productivity 
    - Coaches / involves Managers and Customer Service Management in the process Facilitative / Leadership: 
    - Demonstrated ability to deal with senior leadership and influence with your analytical and communicative skills Change Management: 
    - Working with improvement team sponsors as necessary to address barriers to team success
    Deepti Talukdar/AVP Human Resource


Salary: INR 10,00,000 - 18,00,000 P.A.

Industry:BPO, Call Centre, ITeS

Functional Area:ITES BPO KPO LPO Customer Service Operations

Role Category:Senior Management

Role:Head/VP/GM-Quality Assurance & Quality Control

Employment Type:Permanent Job, Full Time

URL For Applying :https://www.naukri.com/job-listings-Aegis-is-Hiring-for-the-AVP-Quality-for-Bangalore-Location-Aegis-Customer-Support-Services-Private-Limited-Bengaluru-10-to-11-years-060619006076?src=jobsearchDesk&sid=15598960517529&xp=28&px=1