Job Description
Title: Process Excellence Consultant-Black Belt
Location: NYC, NY
Duration: Contract
Responsibilities:
Audit the number of cases / calls as mandated by the client and track performance
- Review calls/completed cases for adherence to internal/regulatory guidelines
- Record feedback on Agents & his/her areas of improvements
- Bring in necessary changes to the process and constant updating of core process
- Attend calibrations sessions both internal and with the clients
- Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends
- Identify and support other opportunities for quality improvement across the team
- Develop materials and process documentation to support training as and when required
- Documenting quality issues, performance measures and quality improvements for management reviews
- Create quality score cards to track performance level
- Sharing feedback and briefings to associates to improve their quality
- Coordinating and facilitate calibrations
- Able to identify the Root cause and share observations with Operations
- Should have knowledge on 7 QC tools
- Must have a good knowledge on Excel
- TNA/TNI/TTQ
- RAG analysis and BQM to identify bottom performers and support management
- Excellent oral and written communication and listening skills
- Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities.
- Must possess procedure driven judgment to find the best solution to an issue.
- Maintaining a positive, empathetic, and professional attitude toward customers always.
- Communicating and coordinating with colleagues, as necessary
Skills:
- Understanding of Quality methodologies like Six Sigma, Lean, kaizen etc.
- Excellent Communication & feedback/ coaching Skills
- Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
- Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
- Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
- Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
- Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
- Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
- Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
- Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
- Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
- Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
Good Interpersonal & people management skills with good problem-solving approach
'8 to 10 Years of customer experience (non-FS) OR Fintech CX OR Intl. Banking CX
Min 7 years of experience in Banking contact center ops/ back office / voice process
Job Tags
Contract work,