Process Excellence Manager

Wipro; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

Wipro Philippines is seeking a Quality Assurance Auditor to review calls and completed cases for compliance with internal and regulatory guidelines. You will record feedback for agents, identify improvement areas, and contribute to process updates.

You will attend calibration sessions with internal teams and clients, share performance trends with supervisors, and help develop training materials to support ongoing quality initiatives.

Qualifications

• Audit calls and cases for adherence to internal/regulatory guidelines
• Record feedback on agents and identify areas for improvement
• Develop process improvements and keep core processes up to date
• Attend calibration sessions with internal teams and clients
• Collaborate with supervisors to report quality performance trends
• Identify opportunities for quality improvements across the team
• Develop training materials and documentation to support training
• Document quality issues and performance metrics for management reviews
• Create quality scorecards to track performance levels
• Share feedback and briefings to associates to improve quality
• Coordinate and facilitate calibrations
• Identify root causes and share observations with Operations
• Knowledge of 7 QC tools

Responsibilities

• Audit calls and completed cases for adherence to internal and regulatory guidelines
• Record feedback on agents and identify areas for improvement
• Update and improve core QA processes based on findings
• Attend calibration sessions with internal teams and clients
• Collaborate with supervisors to report quality trends and issues
• Support quality improvements across the team
• Develop training materials and process documentation
• Document quality issues and performance measures for management reviews
• Create quality scorecards to monitor performance
• Provide feedback to associates to improve quality
• Coordinate calibration sessions and share insights with Operations
• Identify root causes and communicate observations to Operations
• Apply 7 QC tools to QA activities

Skills

Quality methodologies

Six Sigma

Lean

Kaizen

Excellent communication

Feedback & coaching

Customer focus

Analytical skills

Results orientation

Time management

Interpersonal skills

Written communication

Problem solving

Decision quality

Job description

Audit the number of cases / calls as mandated by the client and track performance

• Review calls/completed cases for adherence to internal/regulatory guidelines
• Record feedback on Agents & his/her areas of improvements
• Bring in necessary changes to the process and constant updation ofcore process
• Attend calibrations sessions both internal and with the clients
• Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends
• Identify and support other opportunities for quality improvement across the team
• Develop materials and process documentation to support training as and when required
• Documenting quality issues, performance measures and quality improvements for management reviews
• Create quality score cards to track performance level
• Sharing feedback and briefings to associates to improve their quality
• Coordinating and facilitate calibrations
• Able to identify the Root cause and share observations with Operations
• Should have knowledge on 7 QC tools

Skills:

• Understanding of Quality methodologies like Six Sigma, Lean, kaizen etc.
• Excellent Communication & feedback/ coaching Skills
• Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
• Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
• Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
• Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
• Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
• Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
• Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
• Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.