Process Excellence Manager

Wipro Ltd.; Cebu City; Presencial; PHP 223.000 - 357.000; Jornada completa

Descripción de la vacante

Wipro in Cebu City is seeking a Quality Analyst to audit calls and cases, monitor adherence to guidelines, and provide actionable feedback to agents.

You will collaborate with supervisors, attend calibrations, and help drive continuous quality improvements across the team. Strong knowledge of quality methodologies and excellent communication are essential.

Formación

• Understanding of Six Sigma, Lean and Kaizen.
• Excellent communication and coaching skills.
• Customer focus across all levels; build strong relationships with teams and customers.
• Strong quantitative, analytical and technical skills.
• Drive for results under pressure, meet deadlines, accountability.
• Time management and multitasking.
• Interpersonal skills with all levels of organizational customers.
• Proactive problem solving with business impact.
• Decision making with good judgment.
• Willingness to learn quickly and adapt.
• Adaptable team player in fast-paced environments.

Responsabilidades

• Audit cases and calls as mandated; track performance.
• Review calls/cases for adherence to guidelines.
• Record agent feedback and improvement areas.
• Propose process improvements and update core processes.
• Attend calibration sessions with internal teams and clients.
• Collaborate with supervisors; report on performance trends.
• Identify opportunities for quality improvement across the team.
• Develop training materials and process docs as needed.
• Document quality issues and improvements for management review.
• Create quality scorecards to track performance levels.
• Share feedback to associates to improve quality.
• Coordinate calibration sessions.
• Identify root causes and share observations with Operations.
• Knowledge of 7 QC tools.

Descripción del empleo

• Audit the number of cases / calls as mandated by the client and track performanc
• Review calls/completed cases for adherence to internal/regulatory guideline
• Record feedback on Agents & his/her areas of improvement
• Bring in necessary changes to the process and constant updation ofcore proces
• Attend calibrations sessions both internal and with the client
• Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trend
• Identify and support other opportunities for quality improvement across the tea
• Develop materials and process documentation to support training as and when require
• Documenting quality issues, performance measures and quality improvements for management review
• Create quality score cards to track performance leve
• Sharing feedback and briefings to associates to improve their qualit
• Coordinating and facilitate calibration
• Able to identify the Root cause and share observations with Operation
• Should have knowledge on 7 QC tool

Skills

• Understanding of Quality methodologies like Six Sigma, Lean, kaizen et
• Excellent Communication & feedback/ coaching Skil
• Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customer
• Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skil
• Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performanc
• Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skill
• Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team member
• Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective actio
• Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skill
• Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-valu
• Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environmen