Customer Experience Process Excellence Lead

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. Core Responsibilities include leading process improvement projects, analyzing recurring issues, documenting process gaps, collaborating with cross-functional teams, developing and implementing training strategies, driving a "Voice of the Customer" strategy, and innovating QA processes. Self-Management Responsibilities include staying updated on industry trends, leading a team of trainers, organizing training programs, identifying capability gaps, and applying performance management strategies.

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