Process Lead

Job Details

Job Type:
Full Time
Job Experience:
6 year
Posted On:
No. of Vacancies:
Expected Salary:
Key Skills:
BPO , Call Centre

Job Description

Job Description: Role Designation- Process Lead Responsibilities- Purpose/Essence of the role: Act as an expert for the project team to different stakeholders; ensures process compliances, resolution of escalations; track and report project status regularly; contribut e to process improvements. Below are the roles and responsibilities aligned to the above mentioned role / role designation: 1. Quality Planning (QC/QA): Prepares the service quality plan including the quality control, assurance and improvement at respecti ve process level to create a comprehensive quality program for the specific processes. 2. Client Interfacing: Interface with customer for issue resolution, providing status updates, and building customer confidence in the team's ability to deliver, Review escalations/ complaints and interface with customer to clarify issues. 3. Report generation: Creates comprehensive reports / innovative dashboards tailored to client needs to provide meaningful insights and suggest approaches to problem-solving 4. Proces s Compliance: Monitors / ensures process compliance and periodically update SOP changes as required as part of the quality plan. 5. Audits & Compliance: Implements SA/IA frameworks and ensures compliance to Risk framework / no process on high risk. 6. Pro cess Improvement: Support process owner to drive improvement plan at the engagement level; Analyze, provide feedback and drive corrective and preventive actions 7. Knowledge Management: Ensures compliance to the KM System for the specific process and docu ments exceptions and artifacts such as case studies, best practices etc.