Process Excellence Consultant

7 days ago

Cebu City, Central Visayas, Philippines Wipro Full time ₱900,000 - ₱1,200,000 per year

Job description:

Working Setup:
Onsite, Cebu Central Bloc

Work Schedule:
U.S. Night Shift Hours

The Partner Quality Leader is responsible for ensuring ALIGHT's CARE Quality Program is effectively executed and delivered upon by their aligned Partner team leads (TLs) when monitoring and coaching their Customer Care representatives. They will work closely with the Partner Site Operations Manager and ALIGHT customer care to achieve continuity of the management team and customer care representatives.

͏

Responsibilities:

  • Manage and coordinate the onboarding and ongoing training of new Partner Team Leads/Specialists, ensuring they are well-versed in the quality and coaching programs. This includes the certification process for team leads on the ALIGHT quality program and conducting relevant calibration meetings.
  • Utilize the Partner Quality Leader playbook to enhance quality program metrics and establish clear, actionable goals.
  • Regularly monitor and report on quality-related trends, interpreting key performance indicators to inform stakeholders on areas for improvement.
  • Oversee strategic continuous improvement reviews, leading data analyses to ensure effective capture of results across performance metrics and the customer care colleague scorecards.
  • Ensure adherence to contractual and internal performance standards as they relate to quality programs.
  • Provide timely and constructive feedback to team leaders, thereby addressing any operational challenges observed.
  • Identify necessary quality improvements and lead the implementation of best practices in coaching.
  • Conduct regular audits to ensure compliance with coaching expectations, focusing on the selection and evaluation of calls for coaching purposes.
  • Facilitate effective coaching session preparations using structured plans, enabling team leads to focus on key improvement areas.
  • Observe coaching interactions and provide immediate feedback to enhance effectiveness.
  • Facilitate monthly call quality calibrations with ALIGHT's client teams to ensure alignment on expectations.

͏

Qualifications:

  • A bachelor's degree or equivalent practical experience is essential for candidates.
  • Functional expertise in Six Sigma methodologies and statistical tools will be highly regarded.
  • Exposure to quality frameworks such as ISO, CMMi, or COPC will be considered an advantage.
  • Prior consulting experience in Shared Services/BPO environments, particularly within healthcare sectors, is desirable.
  • Candidates must successfully complete ALIGHT quality program certification to thrive.
  • A minimum of five years coaching experience is required.
  • Proficiency in quality and coaching best practices is essential, along with familiarity with multiple service sectors.
  • Demonstrated ability to lead initiatives that enhance customer care and deliver tangible results.
  • Strong skills in facilitation and presentation, allowing clear communication of ideas.
  • Capability to effectively analyze and independently solve client business challenges is a must.

  • Process Excellence Consultant

    4 weeks ago

    Cebu City, Central Visayas, Philippines Wipro Full time

    Join to apply for the Process Excellence Consultant - L2 role at WiproJob description:OverviewWorking Setup: Onsite, Cebu Central BlocWork Schedule: U.S. Night Shift HoursResponsibilitiesManage and coordinate the onboarding and ongoing training of new Partner Team Leads/Specialists, ensuring they are well-versed in the quality and coaching programs. This...

  • Process Excellence Consultant

    2 days ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱900,000 - ₱1,200,000 per year

    About the Job: Process Excellence Consultant—Healthcare (Cebu) Nature Of the Account: Healthcare Type of Support: Non-voice Work Arrangement: Onsite (Cebu) Shift Schedule | Rest Days: US business hours; Weekends off Qualifications:Bachelor's degree or equivalent work experience required.Well versed in a Healthcare account (US benefits)Has relevant...

  • Process Excellence Consultant

    2 days ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱900,000 - ₱1,200,000 per year

    About the job Process Excellence Consultant-Healthcare (onsite in Cebu City) Nature Of the Account: Healthcare 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...

  • Process Excellence Consultant

    2 days ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱900,000 - ₱1,200,000 per year

    Nature Of the Account: Healthcare Type of Support: Non-voice Start Date: ASAP Work Arrangement: Onsite (Cebu) Shift Schedule | Restdays: US Business hours; Weekends off Qualifications:College GraduateWell versed in a Healthcare account (US benefits)Has relevant experience in process improvement and QA for 3 yearsTotal experience should not be less than 7...

  • Process Excellence Consultant

    2 days ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions, Inc Full time ₱780,000 - ₱816,000 per year

    Qualifications:College Graduates onlyWell versed in a Healthcare account (US benefits)Has relevant experience in process improvement and QA for 3 yearsTotal experience should not be less than 7 yearsPreferred: Six Sigma methodologies/certificationsKnowledge: Root-cause-analysis, Lean methodologies, Corrective and Preventive actions, quality conceptsLocation:...

  • Process Consultant

    2 days ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱1,500,000 - ₱2,500,000 per year

    Work Setup: Onsite (Cebu)Shift: GY Shift Responsibilities:Process Transformation: Conduct process deep dives, create process maps, identify improvement opportunities, develop and implement transformation roadmaps for in-scope processes. Identify opportunities for automation, analytics, and data science solutions to enhance efficiency, quality, experience,...

  • Senior Business Process Consultant

    1 week ago

    Cebu City, Central Visayas, Philippines Infinnum Inc. Full time ₱360,000 - ₱516,000 per year

    ABOUT THE COMPANYInfinnum Inc. is a finance and business consultancy firm committed to supporting medium to large-scale family businesses in the Philippines. We offer integrated financial reporting, corporate financial planning, business process consulting, tax compliance, and strategic tax consulting services. Our mission is to help businesses across...

  • Process Excellence

    2 days ago

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

    QualificationsEducation: College GraduateExperience:Minimum of 7 years of total professional experience.At least 3 years of relevant experience in process improvement and quality assurance.Knowledge and Skills:Expertise in root-cause analysis, Lean methodologies, and quality concepts.Preferred: Six Sigma methodologies/certifications.Key...

  • Process Excellence Manager

    7 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 PackageQualifications: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...

  • Quality and Process Excellence Head L1

    4 days ago

    Cebu City, Central Visayas, Philippines Wipro Full time $60,000 - $120,000 per year

    Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest...