Process Excellence Consultant

1 week ago

Cebu City, Central Visayas, Philippines Wipro Full time

Join to apply for the Process Excellence Consultant - L2 role at Wipro

Job description:

Overview

Working Setup: Onsite, Cebu Central Bloc

Work Schedule: U.S. Night Shift Hours

Responsibilities
  • Manage and coordinate the onboarding and ongoing training of new Partner Team Leads/Specialists, ensuring they are well-versed in the quality and coaching programs. This includes the certification process for team leads on the ALIGHT quality program and conducting relevant calibration meetings.
  • Utilize the Partner Quality Leader playbook to enhance quality program metrics and establish clear, actionable goals.
  • Regularly monitor and report on quality-related trends, interpreting key performance indicators to inform stakeholders on areas for improvement.
  • Oversee strategic continuous improvement reviews, leading data analyses to ensure effective capture of results across performance metrics and the customer care colleague scorecards.
  • Ensure adherence to contractual and internal performance standards as they relate to quality programs.
  • Provide timely and constructive feedback to team leaders, thereby addressing any operational challenges observed.
  • Identify necessary quality improvements and lead the implementation of best practices in coaching.
    • Conduct regular audits to ensure compliance with coaching expectations, focusing on the selection and evaluation of calls for coaching purposes.
  • Facilitate effective coaching session preparations using structured plans, enabling team leads to focus on key improvement areas.
  • Observe coaching interactions and provide immediate feedback to enhance effectiveness.
  • Facilitate monthly call quality calibrations with ALIGHT's client teams to ensure alignment on expectations.
Qualifications
  • A bachelor's degree or equivalent practical experience is essential for candidates.
  • Functional expertise in Six Sigma methodologies and statistical tools will be highly regarded.
  • Exposure to quality frameworks such as ISO, CMMi, or COPC will be considered an advantage.
  • Prior consulting experience in Shared Services/BPO environments, particularly within healthcare sectors, is desirable.
  • Candidates must successfully complete ALIGHT quality program certification to thrive.
  • A minimum of five years coaching experience is required.
  • Proficiency in quality and coaching best practices is essential, along with familiarity with multiple service sectors.
  • Demonstrated ability to lead initiatives that enhance customer care and deliver tangible results.
  • Strong skills in facilitation and presentation, allowing clear communication of ideas.
  • Capability to effectively analyze and independently solve client business challenges is a must.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Health Care Provider and Consulting
Industries
  • IT Services and IT Consulting

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