Six Sigma Consultant

Job description

**Key Responsibilities** Process Improvement & Transformation - Lead Lean Six Sigma projects across Customer Experience and Contact Center operations. - Identify process gaps, inefficiencies, bottlenecks, and customer pain points. - Drive continuous improvement initiatives to improve customer satisfaction and operational performance. - Conduct process mapping, root cause analysis, and workflow redesign exercises. - Support enterprise transformation programs focused on automation and AI adoption. **Lean Six Sigma Execution** - Apply DMAIC, Lean, Kaizen, and statistical problem-solving methodologies. - Facilitate process workshops, VOC sessions, and stakeholder discussions. - Standardize SOPs, governance frameworks, and best practices. - Ensure measurable business impact through productivity, quality, customer experience, and financial improvements. **Required Qualification:** - Bachelors degree in business, Engineering, Operations, Statistics, or related field. - • Lean Six Sigma Black Belt Certification Mandatory - • 8-10 years of experience in process improvement, consulting, digital transformation, or - CX operations. - • Experience in BPO, Contact Center, Shared Services, or Customer Support environments - preferred. - • Strong analytical and problem-solving skills. - • Excellent communication and stakeholder management abilities. - • Exposure to AI, automation, or digital transformation initiatives is highly preferred. **Preferred Skills** - • Expertise in Lean Six Sigma tools and methodologies. - • Strong understanding of Contact Center/CXM operational metrics. - • Knowledge of AI-driven CX technologies and automation platforms. - • Advanced proficiency in: - o Excel - o Power BI / Tableau - o Process Mapping tools - • Experience working with AI analytics, speech analytics, or workflow automation - platforms is an advantage. - • Ability to manage multiple projects in a fast-paced environment.