Process Improvement Consultant
2 weeks ago
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:
- Develop and implement comprehensive quality management practices to achieve high standards of service delivery.
- Conduct thorough audits to identify areas for improvement, implement corrective actions, and ensure adherence to contractual obligations.
- Develop and execute sampling strategies based on Compliance checks, Financial processes errors, Customer priorities, and Agent performance.
- Maintain alignment with the quality framework to ensure consistency in quality management practices.
- Lead performance improvement initiatives to meet all quality metrics, including SLA baselining, predictive SLA monitoring, and reporting.
- Drive Kaizen initiatives within the team to promote innovation and efficiency.
- Ensure effective customer complaint resolution processes.
- Ensure that process documentation meets ISO standards and WNS Quality Assurance Playbook requirements.
- Provide timely and accurate reports, updates, and business insights to stakeholders.
- 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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