Process Excellence Consultant - L2

Wipro

  • Cebu
  • Permanent
  • Full-time
  • 1 month ago
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.Job Description:Job DescriptionWorking Setup: Onsite, Cebu Central BlocWork Schedule: U.S. Night Shift HoursThe Partner Quality Leader is responsible for ensuring ALIGHT's CARE Quality Program is effectively executed and delivered upon by their aligned Partner team leads (TLs) when monitoring and coaching their Customer Care representatives. They will work closely with the Partner Site Operations Manager and ALIGHT customer care to achieve continuity of the management team and customer care representatives.͏Responsibilities:
  • Manage and coordinate the onboarding and ongoing training of new Partner Team Leads/Specialists, ensuring they are well-versed in the quality and coaching programs. This includes the certification process for team leads on the ALIGHT quality program and conducting relevant calibration meetings.
  • Utilize the Partner Quality Leader playbook to enhance quality program metrics and establish clear, actionable goals.
  • Regularly monitor and report on quality-related trends, interpreting key performance indicators to inform stakeholders on areas for improvement.
  • Oversee strategic continuous improvement reviews, leading data analyses to ensure effective capture of results across performance metrics and the customer care colleague scorecards.
  • Ensure adherence to contractual and internal performance standards as they relate to quality programs.
  • Provide timely and constructive feedback to team leaders, thereby addressing any operational challenges observed.
  • Identify necessary quality improvements and lead the implementation of best practices in coaching.
  • Conduct regular audits to ensure compliance with coaching expectations, focusing on the selection and evaluation of calls for coaching purposes.
  • Facilitate effective coaching session preparations using structured plans, enabling team leads to focus on key improvement areas.
  • Observe coaching interactions and provide immediate feedback to enhance effectiveness.
  • Facilitate monthly call quality calibrations with ALIGHT's client teams to ensure alignment on expectations.
͏Qualifications:
  • A bachelor's degree or equivalent practical experience is essential for candidates.
  • Functional expertise in Six Sigma methodologies and statistical tools will be highly regarded.
  • Exposure to quality frameworks such as ISO, CMMi, or COPC will be considered an advantage.
  • Prior consulting experience in Shared Services/BPO environments, particularly within healthcare sectors, is desirable.
  • Candidates must successfully complete ALIGHT quality program certification to thrive.
  • A minimum of five years coaching experience is required.
  • Proficiency in quality and coaching best practices is essential, along with familiarity with multiple service sectors.
  • Demonstrated ability to lead initiatives that enhance customer care and deliver tangible results.
  • Strong skills in facilitation and presentation, allowing clear communication of ideas.
  • Capability to effectively analyze and independently solve client business challenges is a must.
͏͏Mandatory Skills: TPMO -Quality .Experience: 5-8 Years .Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.Apply nowStartPlease wait...Information at a GlanceGet Job AlertsReceive notifications when we have open roles and get other relevant career newsJoin UsExplore open roles that match your interests and skillsIf you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at . Do not email your resume to this ID as it is not monitored for resumes and career applications.Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at .We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

Wipro