Process Specialist
Roles of the Process Specialist in Call Center :
Verify documents, measure & improve business, and contact handling processes in the call center; apply quality improvement techniques scrupulously to create environment of continuous quality improvement; measure customer satisfaction, conduct root cause analysis for performance issues and implement the solutions; initiate and manage strategic projects for the call center including works with groups outside the center.
The Call Center Process Specialist requires background in quality and process improvement (TQM, Six Sigma, BPR) and project management; experience of working in call center being preferred.
Skills requisite for Process Specialist :
Background in the quality and process improvement, excellent communication & convincing skills, presentation preparation including use of spreadsheet and presentation software applications such as MS Power-point, facilitation skills, conflict management, and interpersonal skills.
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