Mgr Quality - Baguio 2
Sitel
Baguio, Philippines, Philippines
5d ago

ABOUT US

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation.

With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries.

Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences.

Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.

SUMMARY OF RESPONSIBILITIES

Achieve client established performance and productivity goals

  • Provide support to the site management team by identifying opportunities for achieving high levels of positive customer experience and leading the process and quality efforts to achieve them;
  • this includes hands-on data analysis and statistical process control, as well as providing direction and leadership to site analysts in this regard

    Responsible for implementation and maintenance of all quality and other metric improvement projects and programs, including the quality / call monitoring process, pilots and design of experiments

    Work with all levels of the management team, stakeholders, associates and client representatives, including daily interaction with site leadership

    BASIC POSITION QUALIFICATIONS

    Project Management, problem-solving and process development skills

    Research, reporting and analytical skills, including sound ability to use PC applications (Windows, Excel, Access, Word, PowerPoint, e-mail and Internet)

    Excellent written and oral communication skills, including proper grammar

    Organizational and time management skills

    WORK EXPERIENCE

    5+ years of industry-related experience, ideally including a combination of call center, project management and quality experience

    Statistical process control, personnel management and quality monitoring experience preferred

    Previous experience with COPC and / or Six Sigma projects helpful

    EDUCATION

    Four-year college degree in a business-related field or equivalent experience

    KNOWLEDGE / SKILLS / ABILITIES

    Ability to work in a dynamic, fast-paced environment

    Fundamental understanding of statistical process analysis

    Demonstrated ability to develop productive interpersonal professional relationships and interact with all levels of internal and external clients

    Solid understanding of math principle, charts and graphs

    Ability to provide direction and coaching to Process and Quality Analysts

    Ability to lead and facilitate teams in quality-related activities

    Strong understanding of account management and operational processes desired

    TRAININGS / CERTIFICATIONS

    Six Sigma certification and / or COPC training and / or certifications preferred

    Job Segment : Call Center Manager, Call Center Supervisor, Data Analyst, Manager, Quality, Customer Service, Data, Management

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