Job Description

Industry: BPO
Location: India, Remote
Job Summary
Our client is a leading BPO organization specializing in back-office operations. They are seeking a results-driven Six Sigma Black Belt / Data Analyst Manager to lead process improvement initiatives, drive operational excellence, and support data-driven decision-making across their BPO back-office operations.
Main Responsibilities:

• Lead and drive continuous improvement projects across BPO back-office operations using Six Sigma and Lean methodologies.
• Analyze business processes, identify inefficiencies, and recommend data-driven solutions to optimize performance.
• Conduct root cause analysis (RCA) for operational issues and implement corrective and preventive actions.
• Define, measure, and monitor KPIs to ensure operational excellence.
• Partner with cross-functional teams to identify opportunities for automation and process standardization.
• Facilitate workshops, training, and mentoring to foster a Six Sigma culture across teams.
• Prepare reports, dashboards, and presentations for senior management on project progress and outcomes.
• Ensure compliance with quality, risk, and governance frameworks within BPO operations.

Main Requirements:

• 8-12 years of relevant experience in BPO operations, process improvement, or data analytics.
• Experience in handling global stakeholders and managing cross-border projects.
• Exposure to automation tools and AI/ML applications in process improvement.
• Proven track record of delivering measurable cost savings, efficiency gains, and customer satisfaction improvements.

Qualifications & Skills

• Certified Six Sigma Black Belt (mandatory).
• Proven experience in data analysis, process re-engineering, and operational excellence within BPO back-office environments.
• Strong analytical and problem-solving skills, with expertise in statistical analysis.
• Advanced proficiency in Excel, PowerPoint, and data visualization tools.
• Excellent communication and stakeholder management skills.
• Ability to influence and drive change across diverse teams and functions.Strong knowledge of BPO industry metrics (AHT, SLA, FTR, Quality scores, etc.).

Skills Required