18.0 - 22.0 years

0 Lacs

haryana

On-site

As an experienced professional with over 18 years in the Telecom, New Age/Tech, Customer Service, and Retail industries, you will be responsible for leading the Quality and Process Excellence team for a large business with global deliveries. Your role will require you to have a Graduate/Post Graduate degree with at least the last 10 years in the IT/BPO industry. It is essential to have Lean and Six Sigma Black Belt/Master Black Belt certifications to drive quality certifications like ISO, CMMI, COPC, and execute high-impact continuous improvement projects using Lean, Six Sigma, and Transformation methodologies. Your responsibilities will include proactively identifying opportunities for improvements and potential risks, collaborating with internal and external stakeholders to address them, and driving business value generating projects for customers and the organization. Additionally, you will lead innovation and change initiatives across the business in alignment with customer and internal transformation teams. Your strong interpersonal, people management, analytical, and communication skills will be crucial in managing clients, internal senior stakeholders, and global teams across different geographies and time zones. Having a proven track record in problem-solving and innovation, especially in technology-enabled solutions like RPA, Low Code No Code, AI, and Gen AI, will be advantageous. Furthermore, a good understanding of various pricing models, financials, and P&L, along with the ability to drive descriptive, prescriptive, and predictive analytics for different engagements, will be valuable in ensuring best-in-class customer experience. You will also be expected to own the charter of Start Green and Stay Green to identify and replicate best practices throughout the business.,

Posted 4 days ago

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SC Sr. Associate Pepsico

3.0 - 5.0 years

5 - 7 Lacs

Hyderabad

Work from Office

Overview This role is responsible for producing KPI tracking reports and extracting key data into suitable format to enable the UK business unit to manage performance. Key responsibility is maintaining a standard reporting and comms methodology with partner stakeholders. The scope of data and interactions is across Customer service and collaboration performance. The role holder will have to work in partnership with respective BU CS functional owners to ensure the reports are updated in line with the daily needs of the business whilst also responding to BU update requests or support as required for historical performance tracking. This role is essential to ensure visibility to operational and regulatory performance is clear and timely in representation to enable the teams to continuously improve service. This role is the more senior role which will be supported by the CS snr associates. Responsibilities Conduct regular KPI tracking Complete Ad hoc reports on request for snr mgmt. or stakeholders Provide and communicate preliminary root cause analysis Monthly reporting Continuous improvement of reporting process In addition to tasks associated with the reporting associate above, the analyst will also take ownership of Project manage reporting and analytics development Create and model scenarios in support of Customer collaboration Designing new scorecards / dashboards in partnership with local CS teams requirements Pro-active system analysis for improvement opportunities (automation potential) and fault diagnosis (maintain process / RPA) Support and enable reporting automation (RPA) and report creation using appropriate digitalisation tools (powerBI or equiv.) Investigate and trial new CS tools, supporting development opportunities (i.e. support AI, ML, Prescriptive analytics) Qualifications Advance knowledge of Power BI & Power Automate Basic knowledge of SQL & Python Analytical Mindset Good communication skills

Posted 1 month ago

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