Process Excellence Specialist

4 days ago


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

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:

  1. Deliver Next-Gen Shared Services Quality Organization by consistently raising the bar on service-delivery standards & enabling low-risk & zero-surprises BAU.
  2. Drive & conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targets.
  3. Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Customer priorities & Agent performance.
  4. Ensure continued calibration to the quality framework.
  5. Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting.
  6. Facilitate Kaizen initiatives within the team.
  7. Accountable for customer complaint resolution process.
  8. Ensure Process documentation & sign off as per ISO standards & WNS Quality Assurance Playbook.
  9. Responsible for timely & accurate reporting, updates and business insights.
  10. 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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