Senior Manager - Strategic Quality

Concentrix; Gurugram District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A leading outsourcing firm in Gurugram seeks a leadership position responsible for enhancing contact center processes and customer experience. The ideal candidate will drive continuous improvement initiatives, utilize technology for project management, and have substantial experience in the contact center industry. A Bachelor's degree and relevant certifications are mandatory for this full-time role.

Qualifications

• 11+ years of experience in contact center or outsourcing industry.
• Certified Black Belt / Master Black Belt required.
• Experience with Gen AI tools and Six Sigma/Lean methodologies.

Responsibilities

• Lead improvement initiatives to impact client satisfaction.
• Identify strategic projects for substantial gains.
• Drive change management for stable operations.

Skills

Leadership

Data Analytics

Process Improvement

Project Management

Change Management

Education

Bachelor's degree

Tools

Power BI

SQL

Python

Machine Learning

Big Data

Job description

Overview

The Role: This leadership role emphasizes service excellence and strategic quality management, with a focus on enhancing contact center processes and customer experience. The incumbent will be responsible for driving sustainable continuous improvement and transformation initiatives leveraging technology.

Responsibilities

• Lead and mentor improvement initiatives that positively impact client satisfaction and business profitability
• Identify high-impact strategic projects delivering substantial gains
• Identify new technologies relevant to the service line with potential to scale
• Deliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement, and metric enhancement
• Apply structured problem solving methodologies, data analytics, and technology to generate value and solve business problems
• Identify process gaps and automation opportunities
• Project manage improvement efforts across multiple locations with consistent effort and implementation
• Interface with leadership/clients to identify opportunities for value
• Drive effective change management for stable and consistent delivery – zero-surprise operations

Profile & Experience

• Bachelor’s degree with 11+ years of experience in contact center or outsourcing industry
• Must have: Certified Black Belt / Master Black Belt
• Experience with Gen AI tools alongside Six Sigma/Lean/Kaizen/COPC methodologies
• Exposure to drive complex improvement/transformation projects across multiple accounts/domains
• Experience in Data Analytics - Machine learning / Predictive Analytics / Power BI / SQL / Python / Big Data
• Well-versed with project and program management (initiation, monitoring, stakeholder management, quality, financials, risks/issues)

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• General Business, Quality Assurance, and Management

Industries

• Outsourcing and Offshoring Consulting, Business Consulting and Services, and IT Services and IT Consulting