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Manager - Six Sigma Quality

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  • Miscellaneous
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Job Details

Delivery Excellence (DE) team is responsible for driving sustainable continuous improvement effort for CRM accounts globally. Primary focus is on ensuring high customer, investor & employee satisfaction. DE uses a LEAN based methodology that works to eliminate everything that does not add value to company&its clients.CRM has a vacancy for a Delivery Excellence Manager specifically to manage the DE and Continuous Improvement (CI) opportunities for an account in India.The DE/CI Manager will manage the day to day activities defined for business benefits including but not limited to implementation, DE/CI Geo resources, benefits realization, communications with company account leadership, DPEs and implementation manager(s).A DE Manager is responsible forDriving improvement initiatives that positively impact Client satisfaction & business profitabilityIdentifying areas of improvement and facilitating improvement projects which can result in significant improvement in profitabilitySolving business problems through innovative & sustainable solutionsIdentifying process gaps & automation opportunitiesProject managing improvement efforts across multiple locations and maintain consistence in effort & implementationInterfacing with COMPANY leadership/clients and identifying opportunities for valueDriving effective Change Management for a stable & consistent delivery Zero surprise operations Qualifications GraduateCertified LEAN Six Sigma Black Belt (Can explain application of LSS) Experience7+ years of experience in contact centre / outsourcing space3+ years of experience with CRM voice or non voice businessMust have managed individually at least 3 improvement projects on either Sales, Repeats Revenue, CSAT/Resolution/Cost/AHT etcPreferred - Experience within CRM(Customer care or Technical Support ) domain Skills Project managementAbility to identify improvement opportunitiesProcess mappingEffective communicationProblem solvingLogical and can relate things with possible causesSix sigma (GB certified- BB trained at-least) / lean knowledge or certification preferred
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 7-12


Quality Assurance | Quality Control | Quality Inspection | Six Sigma
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