Urgent Process Expert

3 weeks ago

Noida India GLOBELANCE Full time

Job Description Process Specialist (International BPO) Industry & sector: International Business Process Outsourcing (BPO) delivering voice and non-voice customer support, finance & back-office solutions for global clients. The role focuses on process ownership, quality and continuous improvement to meet client SLAs and improve customer experience. About The Opportunity We are hiring an on-site Process Specialist to own and optimise core client processes in a high-volume international contact centre environment. The ideal candidate will drive operational excellence through process documentation, issue resolution, and stakeholder collaboration to deliver consistent outcomes across metrics like quality, turnaround time and compliance. Role & Responsibilities - Own end-to-end process documentation: create and maintain SOPs, process flows, and knowledge-base articles for international client processes. - Perform root-cause analysis on operational issues and implement corrective actions to reduce repeat incidents and SLA breaches. - Monitor and manage SLAs and KPIs; produce regular performance reports and present findings to stakeholders. - Conduct process audits and quality checks; coordinate with QA to close gaps and drive measurable improvements. - Provide targeted coaching and on-the-job training to agents and team leads to ensure process adherence and consistent execution. - Act as primary escalation point for client queries and internal stakeholders; liaise with clients to implement process changes and capture feedback. Skills & Qualifications Must-Have - Process mapping - Root cause analysis - SLA management - Quality assurance - Advanced Microsoft Excel - Salesforce Service Cloud Preferred - Six Sigma Green Belt or Lean certification - SQL or basic data-querying skills - Workforce management tools (e.g., NICE IEX, Teleopti) Qualifications & Experience - Prior experience in international BPO operations or contact centre process roles is strongly preferred. - Proven track record of driving process improvements and meeting SLAs in a high-volume environment. - Comfortable working on-site in India and interfacing with global clients across time zones. Benefits & Culture Highlights - Structured career growth in operations and process leadership within a global delivery setup. - Hands-on, collaborative culture with focus on continuous improvement and measurable impact. - Opportunity to work with international clients and cross-functional stakeholders, enhancing domain expertise. This role is optimized for candidates who excel at process discipline, data-driven problem solving, and delivering reliable operational results in an international BPO setting. Apply if you are ready to drive process excellence and tangible performance gains on-site in India. Skills: quality assurance,root cause analysis,customer,international bpo

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