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Operational Excellence Specialist
1 week ago
Humanly is a leading provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, empowering its clients to represent, protect and grow their brands. Leveraging a cloud-based infrastructure, Humanly serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
The People First culture at Humanly has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.
We strive for operational excellence by embracing a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.
Job Description: As a Quality Manager, you will serve as a champion for operational excellence with the responsibility of ensuring that the team consistently meets program metrics and service-level requirements for quality as set by upper management and leaders.
Your tasks center on ensuring your program achieves performance objectives through consistent and quality customer interactions. You will:
- Serve as a mentor and guide to your direct reports, a consultant to stakeholders, and an important asset to our pursuit for quality;
- Support service and process improvement programs and efforts;
- Monitor program metrics, provide operational insights and analyses, and offer recommendations for improvement;
- Conduct audits, report on findings, and propose new systems and policies for continuous improvement;
- Create a metric-driven determination for operational success;
- Work with Quality Assurance leaders to resolve outstanding quality issues;
- Develop impactful and measurable action 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
