Business Excellence Director

The purpose of this role is to monitor and evaluate customer interactions across multiple channels, providing actionable insights to improve quality, CSAT, and operational performance. The role also involves coaching, process improvement, and ensuring compliance with relevant standards and regulations.Business Excellence Director

Education:
Preferably any 4-yr College Degree and/or equivalent
Experience:
· 8-10 years' experience in the area of process improvement, preferably in the BPO industry
Mandatory Skills:
•Able to establish, implement and continuously improve the quality information security policies assigned to him / her.
•Able to establish structures and procedures to protect classified information
•Able to report information security related incidents without any delay to the proper authorities.
•Able to participate during training, orientation and awareness programs pertaining to QISMS & HIPAA
•Presentation skills including administering employee training sessions and hosting customer quality auditor
Preferred Skills:
•Computer skills: MS Excel, MS Word, Microsoft Access, MS PowerPoint, Minitab
Roles & responsibilities:
DUTIES & RESPONSIBILITIES:
Technical & Strategic
•Able to conduct analytics POCs (Proof-of-concept) for various domains
•Able to analyze structure around unstructured data (phone calls, chats, emails, survey, social media)
•Deliver quantifiable, actionable insight to clients using text, speech and data analytics
•Perform analytical activities to enhance customer experience, improve Net promoter score, and drive operational efficiencies
•Identify opportunities for Project management, Business Process Reengineering & Business Analytics
•Utilize quality tools to provide a comprehensive analysis of the quality metrics at an account level
•Utilize advance analytics tools for data, text & speech to carry out improvement projects
•Explore industry best practices in data analysis and apply in Operational use
•Gather project requirement and perform GAP analysis
•Designing project plans and functional design documents for Advanced analytics
•Identify opportunities to enable other functions achieve strategic goals through business excellence
•Build a culture of thought leadership and critical thinking across the BE & Operations
•Manage Business Transformation and Process Re-engineering activities
•Able to run Speech and text analytic engine driving analytics practice team
•Train and mentor teams on thought leadership and strategic skills
•Facilitate change management, performance evaluation & facilitating diverse learning
•Conduct workshops for leadership to identify Innovation opportunities & high impact projects Team
Management:
•Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc.
•Coordinate with the senior management team members to drive change and improvement
•Reward & recognize the excellent performers in the team
•Review team performance
•To drive quality culture in the process & make quality as a way of life
•Contribute towards overall team development by regular updates to the team on any new quality tools etc.
•Motivate team members and ensure minimal attrition General Safety and Security
•Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
•Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
•Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) – For Healthcare Accounts
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Quezon City, Bridgetowne ZetaPhilippines