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Process Improvement Director
2 weeks ago
Process Improvement Director
We are seeking a highly motivated and experienced Process Improvement Director to join our team at Cognizant Technology Solutions Philippines Inc. The successful candidate will be responsible for driving quality assurance and continuous improvement initiatives across our BPO insurance operations in Cebu, Central Visayas.
Main Responsibilities:
- Develop and implement quality assurance programs to monitor and assess the performance of the BPO insurance operations team.
- Analyze quality metrics and provide insights to drive process improvements and enhance customer experience.
- Collaborate with the operations team to identify and address root causes of quality issues.
- Provide coaching and training to agents to improve their skills and adherence to quality standards.
Requirements:
- Minimum 3 years of experience in a quality assurance or management role, preferably in the BPO or contact centre industry.
- Strong understanding of quality management principles, tools, and methodologies.
- Excellent problem-solving, analytical, and decision-making skills.
