Continuous Improvement Manager

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:

The Manager – Quality Assurance is responsible for the daily supervision and management of a team of Quality Assurance Representatives (QAR). The Manager’s primary role is that of coach and teacher to ensure that the QAR’s meet or exceed the standards set forth by Everise and the client.

Key Responsibilities:

• Lead and manage continuous improvement projects using Six Sigma methodologies.
• Collaborate with cross-functional teams to identify opportunities for process improvement.
• Analyze data to identify root causes of process inefficiencies and implement effective solutions.
• Develop and deliver training programs to build Six Sigma capabilities within the organization.
• Monitor project progress, performance, and outcomes to ensure alignment with business objectives.
• Report on project status, achievements, and areas for improvement to senior management.
• Drive key performance indicator (KPI) improvements in the contact center, focusing on metrics such as customer experience, First Call Resolution (FCR), and other critical service delivery metrics.
• Foster a culture of continuous improvement and innovation within the team and the broader organization.
• Utilize strong Excel skills for data analysis and reporting, and PowerPoint skills for creating impactful presentations.

Qualifications:

• Certified Six Sigma Green Belt/ Black Belt
• Over 5 years of overall work experience, with 3-4 years of experience as a manager leading continuous improvement projects.
• Proven track record of successfully implementing Six Sigma projects.
• Strong analytical skills with the ability to interpret complex data and metrics.
• Experience in improving contact center KPIs, including customer experience and First Call Resolution (FCR).
• Proficiency in Microsoft Excel for data analysis and reporting.
• Proficiency in Microsoft PowerPoint for creating presentations and visual reports.
• Excellent communication and leadership skills.
• Ability to work collaboratively with diverse teams.
• Strong problem-solving skills and a proactive approach to challenges.
• Strong analytical skills with the ability to interpret complex data and metrics.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

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