The Position Holder is expected to audit and analyze calls to identify the compliance and improvement areas. S/He should be able to identify trends, deliver feedback and prepare reports weekly and monthly. The position holder is expected to run calibration with vendor and chalk out action plan accordingly.
Identify issues and challenges, lead/facilitate improvement projects, measure and validate project results, and facilitate successful implementation of all facets of process improvements or changes identified
Execute a data-driven, statistical approach to problem solving, including gathering, analyzing and reporting data
Enable stable operations by defining appropriate metrics to gage processes performance and by deriving actionable insights
Drive Lean Six Sigma culture in the organization through various lean six sigma trainings
Presenting project analysis and findings to senior leadership to obtain the approval, funding and other requirements to resolve the issue
Experience in usage of Six Sigma Tools, viz., Process Mapping, FMEA, GAGE R&R, Process Capability, Cause Effect Analysis, Pareto Analysis, Correlation & Regression Analysis, Hypothesis Testing, Control Charts, etc
Excellent command over MS Visio, Excel, Word, PowerPoint etc.
1 to 3 years experience in Green belt /Process Improvement Role
IT/ITes ,BPO/KPO,Telecom/Dotcom,Customer services background only.
Graduate/MBA from preferably business related discipline.
Salary: INR 4,00,000 – 7,00,000 P.A.
Industry: Internet / Ecommerce
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Voice
Role: Associate/Senior Associate -(NonTechnical)
Employment Type: Permanent Job, Full Time
Keyskills: lean six sigma, process improvement, quality tools.