AVP - Master Black Belt

Corporate Access
  • Delhi
  • 16-20 lakh
  • 8-10 years
  • Views
  • 26 Apr 2017

  • Quality Control - Product/ Process

  • BPO/ ITES/ Call Centers
Job Description

The AVP is responsible for ensuring smooth functioning of Quality and Process Excellence function, strategizing and leading all process improvement initiatives for client processes and ensuring that all functional deliverables to internal and external customers are met.

Essential Functions

Responsible for ensuring smooth set up and functioning of quality compliance at a vertical level to meet business, internal and certification requirements; this involves designing functional level policies and procedures and driving standardization across all clients

Work closely with consulting team to identify / drive onshore improvement projects for select clients

Responsible for developing process improvement strategy for each client, planning and execution of projects; managing process improvement program for each business working closely with clients and operations

Train and coach LBBs, Black Belts on improvement projects; train/ mentor leadership on Quality tools and concepts

Facilitate the sharing of best practices from within and outside the organization and implement them and drive performance benchmarking

Planning and managing budget and resource allocation for the assigned vertical

Business development in select areas; support in RFP, RFI responses from quality perspective


Technical Skills

Excellent working knowledge of MS Office MS Excel, Power Point, Word Doc, Outlook

Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred

Process Specific Skills

Preferably knowledge of industry domain being aligned to (example, Insurance, Banking, etc)

Lean Six Sigma BB / MBB Training / Certification from reputed organization / institute

Knowledge of quality systems (ISO, COPC)


Soft Skills (Minimum) Functional

Operational planning and process management to effectively plan, prioritize and execute everyday QC operations

Knowledge of quality assurance, process improvements, domain, etc

Consulting mindset


Strategic focus and strong business acumen

Demonstrates a global mindset

Demonstrates an intellectually agile and analytical approach and thought process


Conformance to policies / compliance with auditing skills and eye for details

Ability to coach and give feedback on an ongoing basis.

Interviewing skills

Strong written and verbal communication Skills.

Project management skills and ability to lead in a continually challenging environment


Work Experience Requirements

Minimum 8 years of total work experience with at least 2 years of relevant in BPO / ITES industry

Must have led process improvement program with significant savings (with at least 3-4 projects led individually)

Must have mentored at least 15 - 20 GB / BB projects

Minimum 1 year in current role / assignment

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Corporate Access