Process Excellence Consultant

4 days ago

Cebu City, Central Visayas, Philippines Wipro Technologies Full time

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Work with us Title: Process Excellence Consultant (Quality Lead)

Requisition ID: 41842

City: Cebu

Country/Region: PH

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at

Job Description

Job Summary:

The Partner Quality Leader is responsible for ensuring ALIGHT's CARE Quality Program is effectively executed and delivered upon by their aligned Partner team leads (TLs) when monitoring and coaching their Customer Care representatives. They will work closely with the Partner Site Operations Manager and ALIGHT customer care to achieve continuity of the management team and customer care representatives.

Responsibilities:
  • Manage, coordinate and facilitate new Partner Team Lead/Specialist training, continuing education and on-the-job training related to the quality and coaching program. Includes managing and certifying team leads on ALIGHT quality program, conducting calibration meetings, etc. The partner team leads are evaluating appropriately and meeting alignment standards.
  • Utilizes the Partner Quality Leader playbook effectively to improve quality program metrics.
  • Proactively reports quality related trends to the business as measured by our key performance indicators.
  • Responsible for strategic continuous improvement review. Lead any required data analysis to ensure business results are being captured in both the performance and customer care colleague scorecards.
  • Delivery of contractual and internal performance standards related to the quality program.
  • Provide timely and effective feedback to guide and discuss obstacles observed with individual/team and keeping line of sight for the Operations Manager and/or ALIGHT Delivery Manager.
  • Involved with the identification and implementation of changes necessary to improve the level of quality. Ensure that quality program and coaching best practices are being followed.
    • Conduct audits to ensure team leads are meeting weekly coaching expectations for each customer care representative, following ALIGHT's best practices when selecting calls to evaluate and provide coaching (e.g. type of calls being evaluated, call length, comments, etc.), and ensure accuracy of CARE evaluation forms completed the prior week and follow up with team leads to ensure any necessary corrections are made.
  • Ensure team leads are strategically preparing for coaching sessions by utilizing a coaching prep plan which enables team leads to effectively target specific coaching opportunities.
  • Observe coaching sessions and provide timely feedback/coaching to the team lead when opportunities exist for more effective utilization of the coaching prep plan.
  • Ensure monthly call quality calibrations are occurring with ALIGHT's client teams and their aligned Team Leads. Attendance is optional.
Qualifications:
  • Bachelor's degree or equivalent work experience required.
  • Must successfully pass ALIGHT quality program certification for partner quality leaders.
  • Coaching experience minimum of five years.
  • Knowledge of quality and coaching best practices. Management tools. And resources, multiple service (DC, DB, HM, HR, payroll, etc.) business knowledge.
  • Experience working and leading broader customer care initiatives and projects that create enterprise results.
  • Strong facilitation and presentation skills.
  • Ability to independently solve client business problems.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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