MSD Advantage Center Q&P Lead

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Detalles del trabajo

Area del puesto: Call Center

Publicación: hace 2 años
Ubicacion del puesto: Heredia, Heredia - Costa Rica
Trabajo remoto: No
Remuneración: $USD 3200 - 3500
Descripción

3M is looking for passionate and driven MSD Advantage Center Quality and Process Lead to provide support in GSC Costa Rica in terms of quality, process improvement, insights and analytics.  Are you ready to be a part of what’s next?

Person hired for this position will evaluate, design, execute, measure, monitor and control the business process for the different departments in the MSD Advantage Center organization to help improve the business continuity. Responsible for overall reporting and process analysis for continuous improvement. An understanding of business processes, business data, and how to turn data into useful and actionable information is critical to the success of this role. This person will need to deal well with ambiguity while addressing multiple concurrent projects and timelines. 
The Quality and Process Analyst position include the implementation and support of our Quality Management System, to help drive Quality Assurance, Quality Control, Business Process Monitoring, Analytics and Business Process Reengineering activities as well as strongly contribute with the strategic pillars of the Service Center.

 

Responsibilities will include, but not be limited to the following:
•    Lead the team that will perform data gathering, root cause analysis to develop appropriate process control changes.
•    Promotes usage of data as a source for process management, enables analytics and leverage technology in support of quality and process for the team.
•    Support the Quality team as SME on metrics definition, visibility and usage for analytics and decision making. Drives culture of data being used as a source for optimization ideas. educates organization on metrics management.
•    Fosters an environment of excellence and continuous improvement.
•    Prioritize and implement process change requirements based on the critical project needs.
•    Implementation and evaluation of quality processes
•    Supports Voice of the Customer (VOC) initiatives and other operational feedbacks available
•    Service Metrics Framework analysis
•    Resource Capacity Management & Cost Pert Transaction support, visibility and data driven to collaborate with leads for decisions making.
•    Reporting for Analytics and Insights
•    Responsible for oversight of the Lean Management System
•    Owns Service Portfolio of the WS and ensures its updates, visibility and efficiency of use
•    Support during transitions, since initial calls up to optimization for a BAU process.
•    Ambassador of Culture of Quality.
•    Built a team capable to review analytics and metrics to recognize automation opportunities in processes and reporting

 

Basic Qualifications:
•    University degree completed or currently in progress
•    Advanced English (oral and written)
•    Experience in leading support teams for metrics, analytics and process improvement
•    Experience in data analytics
•    3+ years of experience working in the implementation of continuous improvement projects and initiatives.
•    Strong interpersonal skills
•    Excel expertise
•    Excellent written and oral communication skills
•    Must be able to adapt easily to rapid change and work well independently and with teams
•    Demonstrated problem solving, aptitude and analytical skills

 

Preferred Qualifications:
•    SharePoint expertise
•    Intermediate Access Database
•    Intermediate Power BI
•    Intermediate Tableau
•    Project Management Experience
•    SQL capabilities
•    Lean Six Sigma Knowledge

 

Person Profile 
•    Individual must be detail oriented, self-directed and have strong independent problem-solving skills.
•    The ability to multi-task is inherent in the job responsibilities
•    Strong communication skills and the ability to work in a team environment
•    Leads by examples and fosters an excellent work environment, with strong work ethics
•    Holds high integrity standards for self and others
•    Detailed oriented and enjoys working with operational processes
•    Strong team player with high collaboration approach

Requisitos
Experiencia:
Lider de Equipo en el area de Call Center -3 años de experiencia
Idioma:
Inglés avanzado
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