Process Excellence Manager

Wipro; Quezon City; On-site; PHP 300,000 - 540,000; Full time

Job summary

Wipro is seeking a Quality Assurance professional in the Philippines to audit, review and improve call and case quality. The role involves tracking performance, providing feedback, and coordinating calibrations with internal teams and clients.

Candidate must apply Six Sigma/Lean concepts, demonstrate strong communication, and drive process improvements. The position emphasizes data-driven analysis, documentation, and collaboration with Operations to identify root causes and implement corrective

Qualifications

• Experience with Six Sigma, Lean and Kaizen methodologies.
• Excellent communication and coaching skills.
• Customer-focused with ability to engage all levels of staff.
• Strong quantitative, analytical and technical aptitude.
• Ability to work under pressure and meet deadlines.
• Excellent time management and organizational skills.
• Strong interpersonal and written communication abilities.
• Proactive problem solving and corrective action recommendations.
• Ability to prioritize and exercise good judgment.

Responsibilities

• Audit cases/calls as mandated by the client and track performance.
• Review calls/completed cases for adherence to internal/regulatory guidelines.
• Record feedback on Agents and areas for improvements.
• Bring in necessary changes to the process and constant updation of core process.
• Attend calibration 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 opportunities for quality improvement across the team.
• Develop materials and process documentation to support training as and when required.
• Document quality issues, performance measures and quality improvements for management reviews.
• Create quality score cards to track performance level.
• Share 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

Quality methodologies

Communication skills

Customer focus

Technical aptitude

Drive for results

Time management

Interpersonal savvy

Written communication

Problem solving

Decision quality

Job description

Note: Candidates with six sigma green belt or black belt preferred.

Responsibilities:

• 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 updationofcore 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.