Process Excellence Manager
Risk Management & Compliance
93+ Applicants
Posted: 8 months ago
4-10 years
Coimbatore,
Tamil Nadu
Work from Office
Posted: 8 months ago
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Applicants: 93+
Job Description
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Job Description
- As a Quality Process Excellence Manager in Customer Service within the BPO industry, your primary responsibilities will revolve around ensuring quality assurance, process improvement, training, reporting, compliance, and governance.
In terms of Quality Assurance & Monitoring, you will be tasked with designing and implementing quality control processes for various customer service operations such as voice, chat, and email. This will involve the development of quality scorecards, audit mechanisms, and review protocols to effectively measure agent performance and customer satisfaction. Additionally, conducting periodic call audits and providing actionable feedback to agents and team leads will be crucial in maintaining and enhancing service quality.
Your role will also include driving Process Excellence & Improvement initiatives by identifying gaps and inefficiencies in existing workflows. Utilizing Lean/Six Sigma methodologies, you will lead efforts to drive continuous process improvements. This will involve conducting root cause analysis (RCA) and developing corrective action plans for recurring quality issues. Furthermore, collaborating with operations to establish and standardize SOPs, workflows, and best practices will be essential in streamlining processes.
Training & Coaching will be a key aspect of your responsibilities, requiring close collaboration with the training team to align quality parameters with training content. Based on audit findings and performance trends, you will deliver refresher training and upskilling interventions. Additionally, coaching quality analysts and supervisors to enhance monitoring effectiveness will be essential in maintaining high-quality standards.
In terms of Reporting & Analysis, tracking and analyzing key metrics such as CSAT, FCR, AHT, and Quality Scores will be part of your routine tasks. Creating and presenting quality dashboards, reports, and insights to senior management and clients will be vital for monitoring and communicating performance. Leading client calibration sessions and representing the quality function in client governance calls will also be part of your responsibilities.
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Ensuring Compliance & Governance with internal quality standards, client SLAs, and regulatory norms will be critical. You will be expected to support certification and audit processes such as ISO and COPC if applicable.
To excel in this role, you should possess a graduate degree in any discipline, with a preference for LEAN Six Sigma Green Belt/Black Belt certification. A total of 6-10 years of BPO experience, including at least 3-5 years in a quality/process excellence role, will be required. Strong knowledge of quality frameworks such as COPC, ISO, and customer service metrics is essential. Hands-on experience with Lean, Six Sigma tools, and continuous improvement methodologies will be beneficial. Excellent communication, coaching, analytical, and stakeholder management skills are crucial for success in this position. Proficiency in MS Excel, PowerPoint, and data analysis tools will also be necessary to effectively perform your duties.,
Skills
Data Analysis ToolsManagementProcess ImprovementRoot Cause AnalysisAnalysisMonitoringStakeholder ManagementCoachingData AnalysisRoot Cause AnalysisComplianceCustomer Service MetricsLean Six SigmaGovernanceReportingMS ExcelQuality AssuranceTrainingMS PowerPointIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
Important dates & deadlines?
Application Deadline
21 Oct 25, 02:30 PM IST
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