Continuous Improvement Associate Manager – Customer Service

Hexaware Technologies Phil. Branch; Taguig; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Hexaware Technologies Philippines, Inc. seeks a Process Excellence Lead to drive quality improvements across products, services, and processes. You will conduct comprehensive evaluations, audits, and training to ensure adherence to standards and minimize defects.

You will mentor Six Sigma and Lean projects, collaborate with cross-functional teams, and push business transformation in the customer service vertical. Reports to Senior Manager QPE.

Qualifications

• Bachelor's degree in a relevant field with QA/Process Improvement experience.
• Lean Six Sigma Black Belt certification or training.
• Proven experience in QA or QC roles across domains.

Responsibilities

• Conduct quality inspections and audits to verify compliance with standards.
• Analyze data and generate reports; present findings to stakeholders.
• Investigate quality issues, identify root causes, implement corrective actions.
• Provide training on QC procedures and continuous improvement.
• Collaborate with production, operations, engineering, and customer service.
• Keep up-to-date with industry standards and regulatory requirements.

Skills

Six Sigma

Lean

Quality Assurance

Data analysis

Audits

Cross-functional

Communication

Education

Bachelor's degree

Tools

Excel

PowerPoint

DMAIC

Job description

Role Description :

The Process Excellence lead plays a crucial role in ensuring that a company's products, services, and processes meet or exceed the established quality standards. They are responsible for conducting comprehensive evaluations, assessments, and audits to identify areas for improvement and ensure adherence to quality control measures. The primary objective of this role is to optimize product quality, minimize errors, and enhance customer satisfaction.

Participate in consulting assignments, identify and mentor Six Sigma and Lean projects, and drive process improvement activities and business transformation in the customer service vertical

Reports into : (RM Designation) Senior Manager QPE

Job Responsibilities :

1. Conduct quality inspections and audits: Perform regular reviews and assessments of products, services, and processes to verify compliance with quality standards and identify any deviations or areas for improvement.

2. Analyze data and generate reports: Collect, analyze, and interpret quality-related data and metrics, and communicate findings and recommendations to relevant stakeholders through detailed reports and presentations.

3. Investigate and resolve quality issues: Investigate customer complaints, product defects, or other quality-related issues, identify root causes, and collaborate with cross-functional teams to implement corrective actions and prevent reoccurrence.

4. Provide training and support: Train employees on quality control procedures, standards, and best practices, and provide ongoing guidance and support to ensure compliance and continuous improvement.

5. Collaborate with cross-functional teams: Work closely with cross-functional teams, including production, operations, engineering, and customer service, to identify quality improvement opportunities, implement quality enhancement initiatives, and resolve any quality-related challenges.

6. Stay up-to-date with industry standards and regulations: Keep abreast of industry trends, emerging quality standards, and regulatory requirements to ensure that the organization remains compliant and adopts best practices.

Qualifications and Skills:

• Any bachelor's degree with relevant experience field such as Quality Assurance, Process Improvement and Audit.

• Lean Six Sigma Black Belt certification / Trained

• Proven experience in quality assurance or quality control roles, preferably in any domain.

• Strong knowledge of quality control processes, methodologies, and tools (e.g., Kaizen, Root Cause Analysis , PFD’s, 7QC, DMAIC & Lean).

• Proficiency in data analysis and reporting using tools such as Microsoft Excel, Power point , or other statistical analysis software.

• Excellent problem-solving and analytical skills, with the ability to identify trends, perform root cause analysis, and recommend effective corrective actions.

• Strong communication and interpersonal skills to effectively collaborate with cross-functional teams and communicate quality-related information to both technical and non-technical stakeholders.

• Attention to detail and a dedication to maintaining high-quality standards throughout all aspects of work. - Ability to adapt to a dynamic and fast-paced work environment, prioritize tasks effectively, and meet deadlines.