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Service Excellence Senior Associate | HYBRID

Job description

​​The opportunity

The role requires candidate to independently lead and execute on following service excellence pillars:

• Continuous improvement

• Quality management system

• Voice of Customers (VOC)

The candidate must be a self-starter and should be able to demonstrate thought leadership, should be able to independently drive change, manage multiple stakeholders and must possess strong communication & technical skills.

Core Responsibilities:

Continuous improvement

• Independently manage and develop strong pipeline of improvement ideas by running workshops.

• Have strong experience in executing and mentoring improvement projects

• Guide operations and quality team on Quality tools, Techniques & PI/ CI

• Be a change agent and should be able to drive quality culture in operations

Quality management system

• Take lead in setting up SLA, KPI’s, work with Operations and Customers to define measurements

• Help operations team to prepare for process audits by implementing QMS

• Monitor performance of the process by gathering relevant data and producing statistical reports.

• Conduct calibration with operations team and business partners

• Identify opportunities to share/adopt process standardization and best practices across GSS centers.

• Experienced in managing internal and external stakeholders.

• Experienced in VMA/Macro, RPA, SharePoint/Workflow, PowerBI

To qualify for the role:

• Candidate must possess at least a Bachelor's/College Degree, any field.

• Required skill(s): Service Excellence, Quality Management, Six Sigma, Project Management.

• At least 3 years of working experience in the related field is required for this position.

• Candidates must be willing to work in Taguig City