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Job Description
Role: Process Excellence Manager
Location: Cebu City
Education: Any Graduates
Responsibilities
:Audit the number of cases / calls as mandated by the client and track performanc
eβ’ Review calls/completed cases for adherence to internal/regulatory guideline
sβ’ Record feedback on Agents & his/her areas of improvement
sβ’ Bring in necessary changes to the process and constant updation ofcore proces
sβ’ Attend calibrations sessions both internal and with the client
sβ’ Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trend
sβ’ Identify and support other opportunities for quality improvement across the tea
mβ’ Develop materials and process documentation to support training as and when require
dβ’ Documenting quality issues, performance measures and quality improvements for management review
sβ’ Create qu...