Process Excellence Manager

Role: Process Excellence Manager

Location: Quezon CityEducation: Any GraduatesNote: Candidates with six sigma green belt or black belt preferred.

Responsibilities

Audit the number of cases / calls as mandated by the client and track performanceReview calls/completed cases for adherence to internal/regulatory guidelinesRecord feedback on Agents & his/her areas of improvementsBring in necessary changes to the process and constant updation ofcore processAttend calibrations sessions both internal and with the clientsCollaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trendsIdentify and support other opportunities for quality improvement across the teamDevelop materials and process documentation to support training as and when requiredDocumenting quality issues, performance measures and quality improvements for management reviewsCreate quality score cards to track performance levelSharing feedback and briefings to associates to improve their qualityCoordinating and facilitate calibrationsAble to identify the Root cause and share observations with OperationsShould 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.