Role: Process Excellence ManagerLocation: Cebu 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 tools• Must have a good knowledge on Excel• TNA/TNI/TTQ• RAG analysis and BQM to identify bottom performers and support managementExcellent oral and written communication and listening skillsResponsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities.Must possess procedure driven judgment to find the best solution to an issue.Maintaining a positive, empathetic, and professional attitude toward customers always.Communicating and coordinating with colleagues, as necessary
Skills: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.• Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.• Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.Good Interpersonal & people management skills with good problem solving approach'8 to 10 Years of customer experience (non-FS) OR Fintech CX OR Intl. Banking CXMin 7 years of experience in Banking contact center ops/ back office / voice process
Designation: Quality Assurance ManagerLocation: Cebu PhilippinesEligibility Criteria: Any Graduate/Postgraduate
Responsibilities:
Monitor agents for compliance with established processes, policies and guidelines.Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.Analyze information and utilize to build recommendations to reduce errors and improve process performance.Create and maintain tracking reports in relation to performance.Monitor Site performance against key business metrics like Productivity, Accuracy, ProjectBaseline Targets, Quality Score, QC Accuracy, Staff Utilization.Accountable to provide timely and efficient service to clients; review the operations and take proactive measures to avoid escalations, ensure team understands how to leverage resources to address issues, and delegate workload across the leadership team.Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etcCalibrate with the client quality team to ensure consistent delivery of quality assurance, creating and maintaining performance reporting.
Qualification:Ability to conduct error analysis, identify process gaps and share process improvement ideas.Ability to work closely with Central Quality team to conduct process improvements and Projects on multiple locations on a timely manner.Proven ability to achieve and maintain departmental quality standards.Strong written communication skills. Excellent grammar, spelling, and sentence construction.Should have sound customer service skills and soft skills with prime focus bein on customer satisfaction.Ability to work with team members across locations and communicate with clients.Self-Starter with ability to work independently and less supervision.Team management & Performance Management skills.
