Customer Care Voice-Inbound
- Location
- Cape Town, Western Cape
- Closing date
First listed . Last checked at source .
In brief
Overview This role at EXL South Africa is titled 'Customer Care Voice-Inbound'. However, the provided job description details responsibilities and requirements primarily focused on quality control, process design, process improvement, and compliance rather than direct customer interaction. What you will do The key responsibilities for this role include: * Responsible for designing new processes for QC functioning to meet client specific requirements; facilitate migrations to seamlessly set up quality compliance. * Leads significant process improvement projects. * Train / mentor personnel from other functions on quality tools and concepts and mentor AMs / GBs * Responsible for ensuring ongoing compliance to quality standards based on internal as well as client requirements. * Responsible for working closely with clients and operations team to carry out process improvement activities and facilitate best practice sharing and driving standardization. * Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements. Requirements (from the original advert) * **Technical Skills:** * Trained / Certified Lean Six Sigma Green Belt from a reputed organization with 7-9 years of experience * Excellent working knowledge of MS Office, MS Excel, Power Point, Word Doc, Outlook * Process Mapping/Value Stream Mapping * Knowledge of calls recording system and its usage NICE, Witness, etc preferred * **Process Specific Skills:** * Knowledge of industry domain being aligned to healthcare * Knowledge of quality systems ISO, COPC preferable * **Soft skills Desired:** * Project management skills to drive improvement projects / initiatives * Analytical skills * **Soft Skills Minimum - Functional:** * Leads engagements at vertical / program / client level * Understands business requirements and provides appropriate solutions to benefit the business * Has the ability to identify superior improvement opportunities * Knowledge of quality assurance, process improvements, domain, etc * Monitoring and Reviewing * **Soft Skills Minimum - Leadership:** * Fosters a spirit of collaboration and team work * Ability to relentlessly pursuing excellence * **Soft Skills Minimum - General:** * Conformance to policies / compliances with auditing skills and eye for details * Ability to coach and give feedback on an ongoing basis. * Interviewing skills * Strong written and verbal communication Skills. * Problem solving skills * Ability to resolve conflicts constructively and lead in a continually challenging environment * **Education Requirements:** * Graduate in any stream * Exposure to quality systems ISO, COPC, etc preferred * **Work Experience Requirements:** * Minimum 8 years of total work experience with at least 2 years of relevant in BPO / ITES industry * Minimum 5 year in the current role/assignment Who should apply Candidates with extensive experience (minimum 8 years total, 2 years in BPO/ITES, 5 years in current role) in quality assurance, process improvement, and compliance should apply. The ideal candidate will be a certified Lean Six Sigma Green Belt, possess strong project management, analytical, and leadership skills, and have experience with quality systems like ISO or COPC. A background in healthcare is preferred. Deadline Not specified Reference Original posting: https://www.myjobmag.co.za/job/customer-care-voice-inbound-exl-south-africa-22 Source: myjobmag
Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.
At a glance
- At least 7 years of experience.
- Microsoft Excel
- Microsoft Office
- Project management
- Customer service
Extracted automatically from the advert; confirm requirements on the original listing.
Job description
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