Responsibility Statements 1. Analyzes transaction data to ensure compliance with performance standards.

- Assesses associate performance and delivers coaching and feedback based on findings.
- Detects, analyzes, and reports fraudulent activities.
- Understands client SLA's and facilitates internal and external calibration sessions.
- Creates reports and dashboards 6. Develops process maps for complex processes including cross-functional, integrations, or client-end processes.
- Develops, implements, and leads complex key process improvement efforts and influences cross-functional efforts.
- Conducts audits and inspections of the organization's business processes related to client accounts to ensure performance and adherence to quality and/or contractual requirements.
- Designs corrective and preventive action plans (CAPA) to address quality error trends 10. Works closely with client operations teams to manage corrective actions and remediation plans.
- Lead or key team member for process improvement projects.
- Manages the operations of the assigned discipline within the organization's total quality management (TQM) program.
- Develops and executes communication plans for quality and process improvement programs 14. Provides regular program updates across the organization Education & Experience Requirements Education Minimum Bachelor’s degree, preferred in Business Administration (BBA),



Operations Management, or Data Analytics. Work Experience 1.

Overal Experience: 5–7 years of progressive experience in business process improvement, quality assurance, or operations management in the BPO industry. 2.

Leadership Experience: 2–3 years of experience leading cross-functional project teams, coaching associates, or managing direct reports. 3.

Industry Context: Proven experience working in a client-facing BPO setting managing Service Level Agreements (SLAs) and external client calibrations.

- Demonstrated experience designing and executing Corrective and Preventive Action (CAPA) plans.
- Track record of identifying and reporting transaction-level risks or fraudulent activities.
- Hands-on experience managing operations within a Total Quality Management (TQM) framework.

Certifications (Highly Desired) 1.

Lean Six Sigma: Green Belt required; Black Belt highly preferred.

- Industry-recognized certification in Data Analytics Technical & Knowledge Requirements 1.

Data & Analytics: Advanced proficiency in data analysis and visualization tools to build dashboards and reports from raw transaction data. 2.

Methodologies: Deep understanding of continuous improvement methodologies. 3.

Process Mapping: Proficiency in workflow and process mapping tools.

📌 Business Improvement Manager (Dehradun)
🏢 Digital Divide Data (DDD)
📍 Dehradun