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Business Associate Manager for Continuous Improvement
2 weeks ago
Business Associate Manager for Continuous Improvement - Hybrid - QC - Up to 80kWe are urgently hiring for a Business Associate Manager for Continuous Improvement for our client in Quezon City. Salary: Up to 80kSet up is hybrid (2-3 times a week on site). Roles & ResponsibilitiesPerformance Management:Drive improvement projects/activities across the vertical.
Redesign processes to suit the improvement plan. Work closely with the operations team to collect data and assess the current situation. Network with other experts to exchange learnings and good practices both internally and externally.
Develop and execute key process excellence & digital transformational project roadmaps for aligned businesses. Interact with clients to understand key business priorities. Provide innovative leadership driving quality and performance.
Ensure the use of problem-solving and root-cause analysis where necessary. Deploy Lean Six Sigma framework to improve process performance. Lead VSM and problem-solving workouts with the aligned businesses.
Monitor and audit the deployed processes for effectiveness and efficiency. Responsible for generating business impact for the client using CI methodologies and frameworks. People Management:Handle and resolve inconsistencies of the team as it involves conflicting views and opinions.
Conduct quality meetings and expand training knowledge through seminars while keeping abreast of current quality issues. Develop and train analysts through coaching, providing work guidance and motivation, including counseling for disciplinary actions. Communicate account overall process improvement performance to business heads.
Process Improvement:Provide continuous improvement of processes and systems. Conduct process improvement plans and quality communication with clients, operations, and training management. Technical:Design and implement reports to establish patterns and trends of quality issues as they arise.
Able to provide quantifiable data to all quality judgments made. Conduct Lean Six Sigma training and certification programs. Educational QualificationBachelor's Degree in a related field from a four-year college or university.
Minimum 2 years experience as a QA Lead, preferably in the BPO industry. Advanced experience with quality audits and audit hosting. Minimum 2 years of call center experience in supported accounts as a Business Excellence Lead.
