Process Executive

Description:

• Develop and maintain clear SOPs and scripts to ensure consistent quality checks and smooth operations across the team.
• Create and update detailed training guides for new team members and assist with the ongoing training of existing staff using SOPs as a reference.
• Enhance the quality management system (QMS) by applying best practices and continuously striving to improve processes.
• Regularly assess compliance with quality standards and identify areas for improvement to optimize service delivery.
• Provide ongoing coaching and feedback to agents to improve performance and adherence to quality standards.
• Take charge of projects aimed at improving processes, enhancing service quality, and ensuring customer satisfaction.
• Collaborate with team leaders to identify areas for improvement in customer service processes and implement solutions to improve service delivery.
• Analyze customer feedback, call data, and performance metrics to identify trends and areas for improvement.
• Develop and implement quality assurance initiatives tailored to the call center's and its customers' specific needs.
• Act as a liaison between frontline agents and management to address concerns and implement changes for improved service delivery.
• Stay updated on emerging industry trends and best practices in quality assurance and process improvement to continuously enhance processes.
• Ensure full adherence to company policies and procedures and maintain compliance with regulatory standards.
• Display ownership and responsibility for additional tasks and projects assigned by superiors.
• Maintain time flexibility towards shifts as per work floor requirements.
• Meet required SLAs and KPIs to contribute to departmental and organizational success.

Qualifications and Skills:

• Bachelor’s degree or equivalent required.
• Min of 12 months of relevant experience in process improvement, quality management, or related fields preferred.
• Dual language proficiency (spoken and written).
• Excellent communication skills, both written and spoken.
• Strong proficiency with Microsoft Office.
• Knowledge of quality management systems, SOP creation, and process improvement methodologies.
• Strong analytical skills and the ability to manage multiple projects simultaneously.
• Ability to work independently, take initiative, and manage time effectively.