Process Excellence Lead - Training & Development

ROLE SUMMARY

The Process Excellence Leader is responsible for driving operational efficiency, embedding a culture of continuous improvement, and ensuring high-quality customer experience across Customer Service operations. This role combines process excellence, training and development, and quality assurance to deliver measurable improvements in performance, customer satisfaction, and organizational capability

KEY RESPONSIBILITIES OR ACCOUNTABILITIES:

Core Responsibilities

▪ Lead process improvement projects, including mapping current state processes, designing future state processes, and implementing changes.

▪ Analyzes recurring issues, leads RCA, designs process-level fixes, and improves systems that sustainably reduce detractors and repeat contacts.

▪ Document process gaps and recommend solutions to optimize workflows.

▪ Collaborate with cross-functional teams to identify opportunities for improvement.

▪ Develop and implement training and development strategies aligned with organizational goals.

▪ Design and deliver training using classroom, e-learning, and workshop formats.

▪ Drive a comprehensive 'Voice of the Customer' strategy and define methods to align VOC insights with in-depth customer analyses to better understand and predict customer behavior.

▪ Drives change through RCA, SOP redesign, automation opportunities, and systematic improvements across CS operations.

▪ Innovate QA processes, implement best practices, and drive continuous improvement in a dynamic environment

▪ Plan, organize, and execute quality assurance projects to enhance customer service performance and service quality.

Self-Management Responsibilities

▪ Stay updated on industry trends, best practices, and emerging technologies in learning and development.

▪ Lead a team of trainers and quality auditors to deliver high-quality programs.

▪ Organize and coordinate the training programs for new hires and refresher customer service training programs.

▪ Improves processes and tools to help teams perform better; identifies capability gaps based on data trends.

▪ Excellent communication and presentation skills, with leadership presence on the floor

▪ Apply performance management strategies - action plans, BQ planning

▪ Performance management and appraisals of the team.

Years of Experience

▪ A minimum of 5 to 7 years of experience in process excellence, training, or quality assurance leadership.

Nature of Experience

▪ Overall Experience of 5 years out of which, minimum 2 years in startup environment.

PREFERRED SKILLS & QUALIFICATIONS

▪ Lean Six Sigma, Kaizen, and process improvement methodologies.

▪ Experience with e-learning authoring tools and technologies

▪ Telephony Systems like Avaya, Genesys, Exotel etc.

▪ CRM systems like Salesforce, Kapture, Zendesk etc.

▪ Knowledge of BOT, AI tools or Automation in Chat and Calls.

Skills Required
Kaizen, Lean Six Sigma, Crm Systems