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Role: Process Excellence Manager
Location: Quezon City
Education: Any Graduates
Must have Six Sigma Black Belt Certified .
Responsibilities:
Audit the number of cases / calls as mandated by the client and track performance
β’ Review calls/completed cases for adherence to internal/regulatory guidelines
β’ Record feedback on Agents & his/her areas of improvements
β’ Bring in necessary changes to the process and constant updation ofcore process
β’ Attend calibrations sessions both internal and with the clients
β’ Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends
β’ Identify and support other opportunities for quality improvement across the team
β’ Develop materials and process documentation to support training as and when required
β’ Documenting quality issues, performance...