Job Title

- 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 IndicatorsBusiness 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 journeyPeople 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.Experience Required:- 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 businessesCritical:- 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 AssertivePersonal Attributes/Traits- Collaborative & consultative - Socially confident - Achievement oriented - Creative - Analytical - Communicative - AgileCompetencies- 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 ExcellenceDisclaimer: 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 @ email addresses.