Process Excellence Manager

Role: Process Excellence Manager

Location: Quezon CityEducation: Any Graduates

Responsibilities

Audit the number of cases / calls as mandated by the client and track performance

• Review calls/completed cases for adherence to internal/regulatory guidelines
• Record feedback on Agents & his/her areas of improvements
• Bring in necessary changes to the process and constant updation ofcore process
• Attend calibrations sessions both internal and with the clients
• Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends
• Identify and support other opportunities for quality improvement across the team
• Develop materials and process documentation to support training as and when required
• Documenting quality issues, performance measures and quality improvements for management reviews
• Create quality score cards to track performance level
• Sharing feedback and briefings to associates to improve their quality
• Coordinating and facilitate calibrations
• Able to identify the Root cause and share observations with Operations
• Should have knowledge on 7 QC toolsSkills:Understanding of Quality methodologies like Six Sigma, Lean, kaizen etc.
• Excellent Communication & feedback/ coaching Skills
• Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
• Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
• Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
• Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
• Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
• Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
• Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
• Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.