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Process Excellence Manager

3 weeks ago

Cebu City, Central Visayas, Philippines Wipro Technologies Full time
Job Overview

The Partner Quality Leader plays a pivotal role in ensuring the effective execution and delivery of ALIGHT's CARE Quality Program by their aligned Partner team leads. This involves close collaboration with the Partner Site Operations Manager and ALIGHT customer care to achieve continuity of the management team and customer care representatives.

Key Responsibilities
  • New Team Member Onboarding: Manage, coordinate, and facilitate new Partner Team Lead/Specialist training, continuing education, and on-the-job training related to quality and coaching programs.
  • Quality Program Metrics: Utilize the Partner Quality Leader playbook effectively to improve quality program metrics.
  • Trend Analysis: Proactively report quality-related trends to the business as measured by key performance indicators.
  • Strategic Improvement: Responsible for strategic continuous improvement review, leading data analysis to ensure business results are captured in performance and customer care colleague scorecards.
Qualifications
  • Bachelor's degree or equivalent work experience required.
  • Must successfully pass ALIGHT quality program certification for partner quality leaders.
  • Coaching experience minimum of five years.
  • Knowledge of quality and coaching best practices, management tools, and resources.