Process Excellence Manager

5 days ago

Cebu City, Central Visayas, Philippines The HIRD Corp. Full time ₱900,000 - ₱1,200,000 per year

Onsite IT Park, Cebu City | With relocation Package

Qualifications:

  • College Graduate (required)
  • Strong understanding of Six Sigma, Lean, Kaizen, and other quality methodologies.
  • At least 3 years of managerial experience with proven people management skills.
  • 8–10 years of customer service representative experience (Sales).
  • Proficiency in Excel, 7 QC tools, and performance tracking methodologies.

Responsibilities:

  • Audit and review cases/calls to ensure adherence to internal and regulatory guidelines.
  • Provide feedback and coaching to agents, identifying areas for improvement.
  • Implement process improvements and updates to core procedures.
  • Facilitate and participate in calibration sessions with internal teams and clients.
  • Prepare and present quality reports, scorecards, and performance analyses.
  • Collaborate with supervisors and management to resolve performance issues.
  • Identify root causes, perform RAG analysis, and support bottom performers.
  • Develop training materials and process documentation to support team development.
  • Ensure compliance with operational risk controls and regulatory requirements.

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