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Process Improvement Manager in Quezon City at Afni, Inc

Date Posted: 6/4/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Commonwealth Ave. Diliman Commercial Complex
    Quezon City
  • Job Type:
    Management
  • Experience:
    3 to 5 years
  • Date Posted:
    6/4/2018

Job Description

  • Afni is hiring a Process Improvement Manager who shall monitor operational activities and processes in quality specifically in managing performance on Net Promoter Score (NPS).
  • He or she will ensure program performance meets targets, goals and deliverables supporting this metric on a regular basis.
  • Oversee all aspects of the delivery of quality-related services keeping operations informed and engaged regarding training gaps and sharing best practices.
  • Essential Functions and Responsibilities:
  • Accountable in overall quality framework of the program.
  • Responsible in developing both strategic and tactical platform that will promote standard of excellence in operations.
  • Integrate lean solutions that will promote cost efficiency, better productivity and effective approaches in driving performance.
  • Manage client expectations in delivering qualitative analytics from available data points in driving continuous improvements in the company and client's business processes.
  • Participates in client weekly review and provide insight on that will drive operations and product improvement based on performance data.
  • Establish reports
  • Analyze statistic trends and formulate/implement action plans to ensure continuous improvement
  • Utilize systems and procedures to improve the operating quality and efficiency of the metric across all programs.
Requirements
  • Minimum Qualifications:
  • Have earned a Bachelor's/College Degree of any field
  • Must have at least 3 to 5 years of working experience in the related field is required for this position.
  • Previous related account management, sales, or customer service experience in BPO is required.
  • Must have experience in managing large accounts.
  • Have remarkable customer service skills and an entrepreneurial spirit.
  • Have strong leadership and communication skills.
  • Can resolve issues promptly.
  • Must have excellent MS Office and A-Plus skills.
  • Must have strong technology proficiency and excellent organizational skills.
  • Can handle high volume and wide variety or work within the confines of negotiated contracts.
  • Must be amenable to work shifting schedules.
  • Must be willing to work in Commonwealth Avenue, Quezon City.

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