- Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource's inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.
Role:
- Manage and implement quality methodologies such as six sigma, Lean & COPC, at least 7 years in BPO sector.
- Working closely with clients to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality.
- Proactive management of identifying trends, producing root cause analysis and providing solutions
- Innovate and improve processes.
- Knowledge of Industry tools including but not limited to AI, RPA, ML and application to improve customer journey.
Key Performance Indicators
Business Delivery:
- Manage the end-to-end Quality process for all business units, ensuring robust measurement frameworks, audits, and performance metrics are established and tracked
- Monitor performance through KPIs and analytics to identify trends, gaps, and improvement opportunities
- Create & implement robust QA framework including measurement criteria, sampling design, insights and analysis structure & governance. In touch with industry standards of QA practices and partnering with cross functional teams to bring it to life
- Partner with operations, training, Process Excellence, Analytics to deliver on key customer and compliance metrics for the site.
- Enhanced client delivery through process improvement, automation. Reduce business costs through innovation and automation.
- Working knowledge of Automated QA, QMS, ML, AI & RPA practices. Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client.
- Promote a culture of agility, innovation, and continuous improvement.
- Mentor and lead teams in process redesign and quality improvement projects
- Develop and execute change management plans to ensure successful adoption of new processes
- Manage health of compliance and business risk for all accounts by preempting risks and managing it timely
- Partner with training on TNI and advisor improvement journey
People Delivery
- Manage a team of quality Leads, AM's, Managers & Sr. Managers for various businesses.
- Plan people development and succession planning for team.
- Identify KSA and plan upskilling of the team to meet business and industry standards.
- Responsible for people's annual goals and month-on-month review
- Create a culture of Customer Experience across all teams.
ExperienceRequired:
- Preferred Educational Qualifications Graduate/Postgraduate
- 10 years of experience in quality management, process improvement, or a related field
- Strong expertise in leading Six sigma, lean projects. Green Belt/Black Belt certification preferred
- Experience in leading digital transformation projects using AI & RPA tools.
- Experience in creating and managing strategic QA framework.
- Experience in leading client interactions
- Experience in leading BPaas quality systems transitions and manage BPaas businesses
Critical:
- Excellent communication & presentation skills.
- Planning and Execution skills.
- Ability to proactively identify current and future needs of the Center.
- Good Interpersonal skills and analytical skills
- Ability to manage Customer critical metric performance.
- Self-driven and Assertive
Personal Attributes/Traits
- Collaborative & consultative
- Socially confident
- Achievement oriented
- Creative
- Analytical
- Communicative
- Agile
Competencies
- Business Foresight Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities.
- Influencing
- Fostering partnerships with internal and external stakeholders
- Working across boundaries collaborative working towards a One Firstsource identity
- Decision making and problem-solving skills.
- Driving Excellence
Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.
