Quality Assurance & Process Excellence Team Leader

1) Plan, initiate and implement Corporate customer satisfaction surveys & Analysis, including the following tasks:                                                                                                                 

• Execute project Milestone and frequency of surveys requires by governance covering B2B and B2C scope
• Vendors Relationships & Outsourcing Management
• Analysis and insights
• Follow up  corrective action & drives continuous improvement initiatives to addressed identified gaps, hence enhance the customer experience
• Enhance Feedback channels/ solutions   for EBC services, manage from planning to implementation, analysis and reporting

2) Handle Quality Assurance Activities:                                                                                                            

• Handle quality assurance EBC processes in terms of following up implementation, records collection and retention
• Manage Corporate Quality Certificates
• Assure EBC’s approved quality objectives are applied properly
• Oversee implementation of EBC QMS KPIs, create a collective dashboard for core KPIs.
• Measurement, analysis and  planning for improvement in regard to EBC processes KPIs and QMS objectives.                                                                                                                  

3) Process Excellence Activities

• Design & document quality management processes
• Implementing projects to improve processes within the organization, such as Lean Six Sigma initiatives or process mapping exercises
• Reviewing current processes and recommending changes based on industry best practices
• Analyzing data to identify opportunities for improvement in existing processes
• Working with management to determine strategy for new initiatives or projects
• Communicating with staff about process changes in order to ensure that employees are fully knowledgeable about new procedures
• Liaison with GRC functions to ensure process excellence activities is in alignment with GRC requirements and required corrective action as needed
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