Quality Process Leader - Bilingual (b2/c1)

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Quality Process Leader - Bilingual (b2/c1)

Descripción de la oferta

eperformance is looking for a Quality & Process Improvement Leader responsible for identifying and proposing solutions for current business needs, developing strategic plans for the growth of the organization.

Responsibilities:

- Provide data-based feedback on causal factors related to KPI's that are not consistently achieving client and/or KPIs

- Implement the customer journey mapping methodology with it(s) assigned client(s) and ensuring all top contact drivers have its map, are presented to the client and are used for coaching/training purposes.

- Regulate all necessary resources to optimize performance in the Quality department along with the company such as ratios, timetables and tasks distribution.

- Build improvements strategies through a high-performance team of Quality Leaders.

Requirements:

- Advanced English (B2/C1)

- 2 years on a management position, preferably from the contact center industry.

- Experience leading continuous improvement projects with direct impact to: KSAT, ESAT, Gross Margin, Revenue, and CSAT

- Experience in utilizing LSS methodologies to maximize revue, KPI improvement or variation reduction.

Do not miss this great opportunity and apply!

Estudios:

Licenciatura

Experiencia:

Sin experiencia previa

Datos de la oferta

Salario:

A convenir

Jornada Laboral:

Jornada Indiferente

Tipo de contrato:

Ocasional
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