Role: Process Excellence Manager

Location: Cebu City

Education: Any Graduates

Responsibilities

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

e• Review calls/completed cases for adherence to internal/regulatory guideline

s• Record feedback on Agents & his/her areas of improvement

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

s• Attend calibrations sessions both internal and with the client

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

s• Identify and support other opportunities for quality improvement across the tea

m• Develop materials and process documentation to support training as and when require

d• Documenting quality issues, performance measures and quality improvements for management review

s• Create quality score ca...