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Process Improvement Manager

2 weeks ago

Pasig, National Capital Region, Philippines Humanly (humanly) Full time
Quality Management Role:

As a Quality Manager at Humanly, you will play a critical role in driving operational excellence, ensuring high-quality customer experiences, and fostering a culture of continuous improvement. This includes mentoring and guiding direct reports, supporting process improvements, and collaborating with cross-functional teams to resolve quality issues.

You will be responsible for monitoring program metrics, providing operational insights and analyses, and recommending improvements to optimize performance. Additionally, you will conduct audits, report on findings, and propose new systems and policies to ensure compliance and efficiency.

Responsibilities:

  • Serving as a mentor and guide to direct reports and stakeholders;
  • Supporting service and process improvement programs;
  • Monitoring program metrics and providing operational insights;
  • Conducting audits and reporting findings;
  • Proposing new systems and policies for continuous improvement;
  • Collaborating with Quality Assurance leaders to resolve quality issues;
  • Developing actionable plans to address areas for improvement.

Requirements:

  • At least 3 years of quality management experience in a BPO environment (preferred)
  • Excellent communication and presentation skills
  • Knowledge of performance data management and analysis
  • Competency in problem-solving and strategic planning
  • Ability to cultivate effective and productive business relationships
  • Strong drive to secure results and achieve excellence