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CSAT & Process improvement Lead

ssg-cr · 30+ days ago
Remote
Negotiable
Full-time
Remote
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SUPPORT SERVICES GROUP is a multinational company that provides Consulting, BPO, and Contact Center services, with a presence in 10 countries.

We are looking to fill a CSAT & Process improvement Lead position. This role will support our Panama site and will be working both on site and remotely.


Key Responsibilities:

CSAT Management

  • Monitor and analyze CSAT metrics and feedback to identify trends and improvement opportunities.
  • Lead initiatives to enhance customer satisfaction and address key pain points.
  • Collaborate with teams to implement action plans based on customer feedback.
  • Regularly report on CSAT performance and present findings.

Root Cause Analysis

  • Conduct thorough root cause analyses for recurring issues affecting CSAT and operational performance.
  • Develop and implement corrective actions to address identified root causes.
  • Track and evaluate the effectiveness of implemented solutions.

Process Improvement

  • Identify inefficiencies in workflows and recommend process improvements to increase productivity and quality.
  • Drive initiatives to streamline operations, reduce errors, and optimize customer service delivery.
  • Use data-driven approaches and Lean or Six Sigma methodologies to implement changes.

Standard Operating Procedures and Standardization

  • Develop, update, and maintain comprehensive SOPs for all key processes.
  • Ensure consistent application of procedures across teams and locations.
  • Provide training and guidance to teams on new and existing processes.

Collaboration and Leadership

  • Work cross-functionally with Operations, Quality, Training, and other teams to align on objectives and ensure successful implementation of initiatives.
  • Act as a point of contact for escalations related to CSAT or process improvement.
  • Lead meetings, workshops, and training sessions to promote continuous improvement.


Experience and Background:

  • Experience in process analysis, optimization, and design
  • Familiarity with process improvement methodologies (Lean, Six Sigma, Kaizen)
  • Strong background in customer experience and customer feedback tools (CSAT, NPS)
  • Proven leadership.

Skills and Competencies:

  • Strong analytical and data-driven decision-making skills
  • Proficiency in process mapping and documentation.
  • Strong problem-solving abilities

Certifications and Education:

  • Certifications: Lean Six Sigma (Green).
  • Agile Scrum (preferred but not mandatory).

Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.

Last updated on Nov 19, 2024

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