customer support group quality and Process Improvement leadBTCPower Cebu Inc.

CUSTOMER SUPPORT GROUP QUALITY AND PROCESS IMPROVEMENT LEAD
 
A. ESSENTIAL DUTIES and RESPONSIBILITIES
Responsible for designing new processes for QC functioning to meet client specific requirements; facilitate migrations to seamlessly set up quality compliance.
Leads significant process improvement projects.
Train / mentor personnel from other functions on quality tools and concepts.
Responsible for ensuring ongoing compliance to established quality standards.
Responsible for working closely with different teams to carry out process improvement activities and facilitate best practice sharing and driving standardization.
Perform case reviews and call audits to ensure compliance with business requirements.
Other duties as assigned.
B. JOB SPECIFICATIONS
 
I. Educational Background:
Bachelor's degree in any four-year course, preferably in engineering or management.
II. Experience:
4 years experience in process improvement and QA preferably in a BPO environment
III. Knowledge, Skills and Attitude
a) Knowledge of project and change management, learning and development strategy creation and delivery, curriculum development, and training delivery and execution.
b) Strong drive for results and exhibit passion and enthusiasm to get things done.
c) Excellent analytical and quantitative skills,
d) Efficiently carry out tasks independently and generate accurate, high-quality reports.
e) Proactive self-starter with a strong sense of urgency when meeting tasks and deadlines.
f) Good communication skills to proficiently communicate ideas and influence both internal and external customers.
g) Interpersonally savvy and able to collaborate with people at any level.