Description

You will manage quality deliverables and drive standardization across customer experience programs.

This role is on-site.

Responsibilities

• Drive standardization of quality practices to improve customer experience survey results.
• Own the implementation of the Continuous Improvement Framework for assigned programs.
• Lead people development initiatives and ensure adherence to standard practices.
• Deliver data-driven insights and process analysis to stakeholders using current technologies.
• Execute process improvement projects and support service delivery during business reviews.

Required Skills

• 5+ years of professional experience in Customer Experience or Quality departments within a BPO environment.
• Strong analytical skills with experience in root cause analysis and remedial action planning.
• Advanced proficiency in MS Office for generating reports and dashboards.
• English proficiency at a B2 level or above.
• Excellent communication and presentation skills for internal and external stakeholder interaction.
• Ability to lead process improvement projects and deliver targeted insights.
• Minimum of 6 months tenure in current role without disciplinary action.

Preferred Skills

• Experience with continuous improvement frameworks.
• Background in BPO customer experience operations.

Key Skills

Education

Any Gradute