Process Improvement Specialist
Taguig, Metro Manila, PH
1d ago


The Business Process Analyst will support the team to drive strategy execution through streamlining and reengineering new and existing processes.

This involved creating, maintaining and improving processes within customer care and engaging with other Departments on cross-departmental improvements and deliver scalable solutions to ensure efficient processes that support accelerated growth.

Process Improvement

  • Analyze current process standards and metrics in order to provide solutions for improvements.
  • Update and maintain documentation on process improvements and process performance
  • Perform data gathering, root cause analysis and performance trending in order to develop appropriate process changes
  • Prioritize and implement process improvement requirements based on customer care needs.
  • Work with the care team to recommend appropriate changes in process and approach
  • Train and guide PI team as needed
  • Review & identify areas to improve efficiencies of Customer Care processes
  • Review Customer Care customer experience and implement improvements
  • Collaborate with cross-departmental teams to develop specific operational requirements and roll out plan to ensure successful implementation
  • Develop OKR goals in line with overall business and departmental goals on periodical basis as required
  • Work closely with Customer Care Operations Manager, Training and QA counterparts on a holistic Improvement plan
  • Technology / Innovation

  • At resolution to miniccountable for identifying any Technical / system impacts on PI and managing efficienmise disruption
  • Policy & Procedures

  • Writing, reviewing and ensuring compliance with policies and procedures
  • Creating onboarding and training guides for new starters to the team
  • Reporting / Data
  • Design & production of weekly & monthly reports
  • Monitoring of KPI’s in line with department targets
  • Analysis of key data metrics; identification of non performances and development of improvement plans
  • Ensuring timely identification and proactive resolution of issues to mitigate risk and ongoing poor performance of NPS
  • Qualifications

  • At least 3-5 years of solid experience in process improvement gained from the BPO or Contact Centre industry
  • Six Sigma Certification (at least Green Belt) is required
  • Strong problem-solving skills
  • High level of business and process acumen
  • Excellent communicator and demonstrated people management of teams
  • Experience in the e-Commerce industry or retail industry is highly preferred
  • High attention to detail
  • Excellent organisational skills, including the ability to prioritise, manage time and meet deadlines
  • Good presentation skills
  • Trained in Process Improvement Methodology
  • Why Diversify?

    Since 2012, Diversify has created a culture where its people come first. With locations in Makati and BGC, working with Diversify means access to quality work spaces, the latest infrastructure and resources that have made them one of the leading offshore services providers in Metro Manila.

    You will immerse yourself in an open, widely diverse office culture where no idea is small enough and you constantly stay engaged with each other.

    Position Overview

    Dress Code Smart Casual Working Hours 7am - 4pm Spoken Language Filipino & English Benefits Medical, Dental, Misc Allowance Company Size 200-500 Employees Average Processing Time 2 weeks

    Experience Diversify : Your Future Simplified

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