Process Excellence Specialist
4 days ago
Overview:
Linda Hausermann & Associates is a leading organization committed to delivering exceptional quality services. We are seeking a highly skilled Assistant Manager to lead our quality assurance team and drive process excellence.
Key Responsibilities:
- Deliver Next-Gen Shared Services Quality Organization by consistently raising the bar on service-delivery standards & enabling low-risk & zero-surprises BAU.
- Drive & conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targets.
- Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Customer priorities & Agent performance.
- Ensure continued calibration to the quality framework.
- Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting.
- Facilitate Kaizen initiatives within the team.
- Accountable for customer complaint resolution process.
- Ensure Process documentation & sign off as per ISO standards & WNS Quality Assurance Playbook.
- Responsible for timely & accurate reporting, updates and business insights.
- Foster a spirit of continuous learning & collaboration across teams career development, coaching & mentoring.
Requirements:
Candidates for this role should possess:
- Work experience - 4yrs to 5 yrs
- Experience in Quality as a Lead or Supervisor - 2 yrs to 2.5 yrs
- Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / QC tools & mechanisms
- Excellent Communication skills - written & verbal
- Working knowledge of Excel & PowerPoint
- Should have analytical bent of mind
- Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset
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