Job Description
We are urgently hiring for Associate Manager for our client in Quezon City
Salary up 80k
Set up is hybrid (2-3 times a week on site)
ROLES & RESPONSIBILITIES:
Performance Management
Drive Improvement projects/activities across the vertical
Redesign process to suit the improvement plan
Work closely with the operations team to collect data and assess the current situation
Network with other experts to exchange learnings and good practices both internally and externally
Developing and executing key process excellence & digital transformational project roadmaps for aligned businesses
Interact with Clients to understand Key Business Priorities
Provide Innovative leadership driving quality and performance
Ensure the use of problem-solving and root-cause analysis where necessary
Deploy Lean Six Sigma framework to improve Process performance
Lead VSM and Problem-solving workouts with the aligned businesses
Monitor and Audit the deployed processes for effectiveness and efficiency
Responsible for generating business impact for the client using the CI methodologies and frameworks
People Management:
Handles and resolves inconsistency of the team to changes as it involves conflicting views and opinions.
Conduct quality meetings. Expands training knowledge through seminars and keeping abreast of current quality issues.
Develops and trains analysts through coaching, providing work guidance and motivation. Also includes counseling for disciplinary actions.
Communicates account overall process improvement performance to Business Heads.
Process Improvement:
Provides continuous improvement of processes and systems.
Conducts process improvement plan and quality communication with the client handled, operations and training management
Technical:
Designs and implements reports to establish patterns and trends of quality issues as they may arise.
Able to provide quantifiable data to all quality judgments that are made.
Conducts Lean Six Sigma Training and Certification Programs
EDUCATIONAL QUALIFICATION:
Bachelor's Degree in a related field from a four-year college or university
Minimum 2 years experience as a QA Lead preferably in the BPO industry
Advanced experience with quality audits and audit hosting
Minimum 2 years of call center experience in supported accounts as a Business Excellence Lead
PREFERRED SKILLS:
Lean Six Sigma Green Belt Trained
