DUTIES & RESPONSIBILITIES:

Performance Management: 

• Drive Improvement projects/activities across the vertical
• Redesign process to suit the improvement plan
• Work closely with 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 for understanding Key Business Priorities and Opportunity Identification
• Provide Innovative leadership driving quality and performance
• Direct the identification of gaps and improvement in the various processes
• 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 change as it involves conflicting views and opinions.
• Conducts 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 Trainings and Certification Programs

Others:

• Perform tasks assigned by his/her immediate Head.

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) ? For Healthcare Accounts

COMPETENCY REQUIREMENTS:

With Moderate Competency Level in ff.:

• Communication Skills (Spoken)
• Communication Skills (Written)
• Customer Service Orientation
• Computer Literacy
• Job Knowledge
• Sense of Urgency
• Passion for Excellence
• Working in Teams/Interpersonal Skills
• Work Organization
• Drive for Results/Execution
• Thriving in Change
• Expertise/Analytical Skills
• Product Knowledge
• Typing Skills
• Problem Solving
• Training Needs Analysis
• Process Improvement
• Performance Management
• Discipline Management
• Change Management
• Project Management

With Expert Competency Level in ff.:

• Expertise/Analytical Skills 

OTHER REQUIREMENTS:

Reports to: 

Senior Business Excellence Manager

Supervises:

Continuous Improvement Lead and Analysts

Essential Qualifications: 

• Preferably any 4-yr College Degree and/or equivalent experience, 1-2 years call center experience and call monitoring.
• At least 5 year(s) of working experience in the related field is required for this position
• Preferably Assistant Manager / Managers specializing in Quality & Process improvement role or equivalent
• Six Sigma Black Belt Certified preferred
• Knowledge on Quality/Stat tools and Six Sigma Methodology
• Experience in using Minitab, Text Analytics, Speech Analytics
• Experience in Project Management
• Proficiency in using MS Excel and PowerPoint required
• Good presentation and facilitation skills
• Good analytical and problem solving skills

Work environment:

The work environment is professional, office. Business casual attire.

Work at Home:

• Ability to create and follow business plans
• Time management skills
• Be reliable and responsible
• Organizational skills
• Willingness to seek help and ask questions
• Adaptability and Flexibility
• Self-Motivated
• Technically proficient
• Ability to work independently
• Proactive
• Ability to work as part of a virtual team
• Strong written and verbal communication skills
• Reliable home office equipment and internet connectivity
• Excellent problem solving skills
• Ability to work with little supervision
• Strong work ethic; Integrity

Physical demands:

May require weekend or evening work