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GSS Process Improvement Specialist

Company: Percepta
Location: Dearborn
Posted on: June 16, 2022

Job Description:

At Percepta, we bring first-class service across each market we support. As a GSS Process Improvement Specialist in -Michigan, Texas, or Florida. you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You'll Be Doing - The GSS Process Improvement Specialist role will be responsible for documenting and maintaining processes for the QA and KB global organizations, developing/facilitating technical onboard training for GSS level roles in QA and KB, and some data administration as it applies to standard operating procedures and reporting. This role's primary function will be to ensure that process documentation exists for QA and KB, and that these processes align with overall global company strategy and requirements. During a Typical Day, You'll Responsibilities Process Analysis, Development, and Implementation

  • Develops, reviews, audits, and maintains standard operating procedures for Quality and Knowledge Base Teams
  • Actively seeks opportunities to develop, improve, and implement processes to ensure ongoing global alignment within GSS organization
  • Effectively document and communicate new and changed processes to key department stakeholders for implementation
  • Implement and maintain reviews and constant improvements of documented organizational standard operating procedures (SOPs) for QA and KB organizations
  • Maintains documents housed in a centralized repository for internal policies and updates, as needed.
  • Identify process breakdowns by performing root cause analysis, develop and implement solutions that enable continuous improvement for the organization.
  • Promotes and fosters a continuous improvement culture within the organization and communicates the new process and policy changes quickly and efficiently in a fast-paced environment. Curriculum Development/Facilitation
    • Develop basic introductory modules for new Knowledge Base authors and QA Specialists
    • Identify needed modules and ensure their development for either QA/KB organization
    • Partner with key organization stakeholders on the development of curriculum
    • Possible facilitation of training for new employees and updated department process changes, specific to their department.
    • Maintain/Track completion of onboarding modules for employees as needed What You Bring to the Role - Education
        • Bachelor's Degree preferred but not required Experience
            • 3-5 Years Call Center Experience required
            • 2-3 Years Process Improvement/Documentation Experience required
            • 1-2 Years Reporting/Data Analysis Experience required
            • Some training background is preferred
            • Some instruction design experience is preferred Skills
              • Ability to work in a team environment as well as autonomously.
              • Ability to work with all levels of employees and management.
              • Excels at time management skills via prioritizing, multi-tasking, and meeting deadlines in a fast-paced environment.
              • Strong proven organizational skills
              • Customer-focused - demonstrates a genuine desire to help or serve internal or external customers, to anticipate and meet their ongoing needs.
              • Excellent oral, written, and interpersonal communication skills
              • Excellent problem-solving skills
              • A high degree of initiative and creativity
              • Extensive knowledge and execution with Microsoft applications (Windows, Outlook Word, Excel, and PowerPoint)
              • Extensive knowledge and execution of process mapping software (i.e. Visio)
              • Able to work a flexible schedule to include extended evening and weekend hours as needed on a limited basis What You Can Expect -
                • A Competitive Salary
                • Health/Dental/Vision/Life Insurance
                • Flexible Spending Account (FSA) and Health Savings Account (HSA)
                • 401(k) with company match
                • Vacation/Sick Time and Paid Holidays
                • Tuition Reimbursement
                • Employee Assistance Program
                • Employee Discount Program
                • Training and Development Programs (Percepta College)
                • Employee Rewards Program (Perci Perks) A Bit More About Your Role -
                  • Ability to support a positive work environment through one's own work and attitude
                  • Proven ability to perform in a fast-paced environment
                  • Participate in additional projects and assignments as requested About Percepta - Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them -every -day. As a Percepta team member, you can expect: - - Culture of Service -- to be treated like you are the customer from day one - Teamwork -- belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges the value in your contributions Respect -- a team that is accountable, dependable, and gives you their full attention Proactive -- to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization Career -Growth - lots of learning opportunities for aspiring minds Diversity -- be a part of our growing diverse and community-minded organization that is all about having fun! Competitive Compensation -- we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness. As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer. Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or -personal information such as bank account details -from applicants at any point in the recruitment process.

Keywords: Percepta, Dearborn , GSS Process Improvement Specialist, Other , Dearborn, Michigan

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