Process Improvement Consultant

2 weeks ago


Quezon City, National Capital Region, Philippines Linda Hausermann & Associates Full time

Quality Excellence:

Linda Hausermann & Associates is committed to delivering exceptional quality services, fostering a culture of excellence within our organization.

Job Description:

We are seeking a highly skilled Assistant Manager to drive quality excellence initiatives, ensure compliance with contractual requirements, and promote a culture of continuous improvement.

Key Responsibilities:

  1. Develop and implement comprehensive quality management practices to achieve high standards of service delivery.
  2. Conduct thorough audits to identify areas for improvement, implement corrective actions, and ensure adherence to contractual obligations.
  3. Develop and execute sampling strategies based on Compliance checks, Financial processes errors, Customer priorities, and Agent performance.
  4. Maintain alignment with the quality framework to ensure consistency in quality management practices.
  5. Lead performance improvement initiatives to meet all quality metrics, including SLA baselining, predictive SLA monitoring, and reporting.
  6. Drive Kaizen initiatives within the team to promote innovation and efficiency.
  7. Ensure effective customer complaint resolution processes.
  8. Ensure that process documentation meets ISO standards and WNS Quality Assurance Playbook requirements.
  9. Provide timely and accurate reports, updates, and business insights to stakeholders.
  10. Promote a culture of continuous learning and collaboration across teams, supporting career development, coaching, and mentoring.

Required Skills and Qualifications:

The successful candidate will have 4-5 years of experience, with at least 2-2.5 years of experience in Quality as a Lead or Supervisor. A solid understanding of Lean Six Sigma concepts, RCA/QC tools and mechanisms, excellent communication skills, working knowledge of Excel/PowerPoint, analytical bent of mind, strong work ethic, and willingness to learn.



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