Role: Process Excellence Manager

Location: Cebu City

Education: Any Graduates

Responsibilities:

Audit the number of cases / calls as mandated by the client and track performance

• Review calls/completed cases for adherence to internal/regulatory guidelines

• Record feedback on Agents & his/her areas of improvements

• Bring in necessary changes to the process and constant updation ofcore process

• Attend calibrations sessions both internal and with the clients

• Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends

• Identify and support other opportunities for quality improvement across the team

• Develop materials and process documentation to support training as and when required

• Documenting quality issues, performance measures and quality improvements for management reviews

• Create quality score cards ...