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

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