Process Excellence Lead - Training & Development

ROLE SUMMARY

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

KEY RESPONSIBILITIES OR ACCOUNTABILITIES:

Core Responsibilities

▪ Lead process improvement projects, including mapping current state processes, designing future state processes, and implementing changes.

▪ Analyzes recurring issues, leads RCA, designs process-level fixes, and improves systems that sustainably reduce detractors and repeat contacts.

▪ Document process gaps and recommend solutions to optimize workflows.

▪ Collaborate with cross-functional teams to identify opportunities for improvement.

▪ Develop and impl...