[24]7.aiHead of Quality - Director [Americas]
Apr. 2023GuatemalaHead of Quality - Americas | Performance and Process Consultant "Service Promise - Driving a culture of quality in the organization by seeking to attain the highest level of customer satisfaction. This commitment is demonstrated by alignment of right resources, having systematic practices and processes that fulfill the needs of our clients and it's customers". Responsibility Areas : People : Training, Development and Certification of employees in the organization by embracing LEAN Six Sigma and Statistical concepts with governance on application of learning and outcomes Operations Quality : Contractual Adherence, Behaviors correlating to customer experience, RCA, handling E2E critical projects, client management and continual improvement Performance : Centralized performance management team for analysis, business insights and / or handling E2E KPI improvement projects with governance and ensuring controlled state of operations Process : Create Design for success. Assess - Audit current practices and controls of all operations and support functions for corrective actions and standardization to enable processes yielding business outcomes Technology : Leverage tech solutions for improved efficiency, experience and performance with laser focus on costs, ratios, productivity and outcomes [Product Solutions : Digital and Voice Console, Performance Tools, Conversation Insights, Quality Management Suite]