Posted by: Adil
• Candidate must possess at least a Bachelor's/College Degree in any field or equivalent experience (Graduate in Commerce or Finance – preferred).
• Must have solid experience in Process Excellence.
• Must have excellent knowledge in Excel, Word, Powerpoint& Minitab.
• Must have good analytical skills, communication & negotiation skills.
• Should be excellent in stakeholder management (internal & external) & change management.
• Should have team handling skills (ability to work with people and teams of diversified or different priorities.
• Must be willing to travel across sites & locations (locally or abroad).
• Must be Six Sigma Black Belt Certified, or at least Green Belt Certified with Black Belt training.
• The Black Belt shall function as a change agent in the relevant business area and shall be responsible for:
o Driving quality deployment in the Delivery Centre
o Driving customer Impact Projects
o Driving Six Sigma and Lean Deployment
o Driving QNS for the aligned area
o Driving SLA adherence / Customer CTQ ¿ ensuring all parameters are met and corrective and preventive actions are taken
o Driving VOC/ CSAT / NPS actionable across the team and maintain/improve the scores
o Driving inputs from VOC/ CSAT / NPS for improvements
o Contribute and present in client/customer reviews/meetings
o Adhere to compliance to Quality standards (ISO)
o Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRM, Operations-review, dashboards, BQC¿s)
o Follow appraisal and feedback mechanism
o Driving Continuous Improvement projects
o Initiate and best practice sharing across the team
o Driving people development by aligning to the Quality DNA program
o Driving culture of data based decision making
o Adherence and completion of WNS Quality Role Roadmap requirements.
o Will also manage a team of Quality Analysts and will be responsible for coaching, mentoring and guiding the team to achieve quality goals and targets.
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