Senior Manager Continuous Improvement

Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:
The Senior Manager - Quality Assurance will assure consistent quality of customer experience by developing /implementation of best practices, validation, and measurement processes to ensure compliance, efficiency, and effectiveness, providing detailed trend reporting and root cause analysis to meet company quality, customer satisfaction and performance objectives. The Senior Manager will also be a lead in the business requirements process and the launch of new lines of business or new client programs.
Job Requirements:

• Driving A3 - Lean KPI Improvement Projects for all LOBs

• Establish the RCA structure on all program KPIs to create a tracking and business intelligence mechanics to drive operational KPI excellence

• Driving Six Sigma Projects on client critical business aspects- Customer Journey Mapping Complete Six Sigma-based analysis for the program KPIs

• Endorsement of equipped and qualified representatives to production by identifying, providing and developing adequate processes and resources that will ensure effectiveness in transferring of knowledge and skills

• Development of resources to inspect, challenge, improve and create materials for continuing education and skills enhancement

• Consistent quality of customer experience by developing/implementation of best practices, validation and measurement processes to ensure compliance, efficiency, and effectiveness, providing detailed trend reporting and root cause analysis to meet company quality, customer satisfaction and performance objectives

• Lead in the business requirements process and the launch of new lines of business or new client programs

• Develops, implements, manages and integrates quality improvement activities as appropriate (e.g., Kaizen, Six Sigma) to achieve quality assurance operational objectives

• Designs, implements and documents procedures for process control, process improvement, testing and inspection

• Achieve quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; productivity, quality, and customer-service standards; identifying and resolving problems; completing continuous improvement assessments; determining system improvements; implementing change
• Serves as the primary quality management expert for problem identification, resolution, identifying critical control points/limits and continuous improvement monitoring
• Mentoring quality personnel on a day to day basis
• Performs root cause analysis and other problem-solving activities to identify effective corrective actions and process improvements
• Supports concurrent organization efforts by participating in business requirements discussions and or projects representing quality assurance and the customer
• Establishes collection and analysis systems of statistical data to predict trends that will affect the improvement of product quality
• Analyzes customer’s specifications to establish efficient, cost-effective requirements to meet contractual productivity and performance expectations
• Interacts with internal and external customers to identify opportunities to improve quality and establish feedback with all departments
• Validates quality processes by establishing product specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedure
• Prepares & presents quality performance, productivity, and financial reports by collecting, analyzing and summarizing information and trends
• Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Internal and external customer/client interfacing position
• Acts as a Champion of Continuous Improvement Audits
• All other reasonable duties, as assigned

Qualifications:

• BS/BA MIS/Business or advanced degree and equivalent work-related experience
• Minimum of 10 years of experience in call center industry; 5 years Quality Assurance/Training leadership experience
• Thorough understanding of operations, training, and the closed-loop feedback process
• Understanding of quality methodologies required e.g. DMAIC, Six Sigma, Kaizen, etc.
•  Analytical Skills
• Continuous improvement process expertise
• Presentation capabilities to client executives
• Advanced proficiency in PC applications such as Word, Excel, Access, and PowerPoint; Superuser skills in Excel required – picot tables, queries, etc.
• Technical proficiency with call recording systems such as Nice, Qfiniti, Five9, Calabrio and/or Verint or similar; call recording and performance optimization standards
• Excellent oral, written, and interpersonal communication skills
• Must be well organized, demonstrate initiative, and able to manage multiple projects
• Maintain document control and data integrity
• Experience in the management of quality monitoring systems and forms and facilitating calibration sessions
• Must have the ability to rapidly develop and deploy quality solutions to support program KPI

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.