01/03/2025) Process Excellence

3 weeks ago


Bengaluru, Karnataka, India CIEL HR Full time

Roles and responsibilities Stay up to date with all metric-level attainment process updates and changes in the assigned business Using data and investigations to draw insights and provide recommendations on metrics including but not limited to AHT FTNR Quality CSAT Escalations and ITO Identifying opportunities for process improvement and undertaking lean defect prevention or process excellence projects that facilitate quick wins as well as short to long-term benefits for the org Work closely with operations quality and training teams to gain insights into business management practices and value from each process Providing recommendations to Add Remove Modify processes to boost the efficiency and effectiveness of each effort Start run and maintain various Knowledge Management initiatives of the team including but not limited to - Development Modification Archiving of SOPs maintaining knowledge base and creating modifying workflows Partnering with the training team to facilitate new hire orientation sessions on OPEx Run focus group sessions with the team to continuously identify best practices Metrics for performance measurement Completion of projects and associated tasks within timelines Process Insights and defects identified and solutions recommended Training initiatives facilitated Creation updation of assigned SOPs within timelines Participation in continuous improvement culture-building initiatives Compliance in attendance knowledge tests and other governance metrics Ciel HR



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