Job Title:
Quality Delivery Excellence CoordinatorJob Description
The Delivery Excellence Manager drives continuous improvement and transformation across multiple client accounts through automation, process optimization, and co-innovation. The role involves managing day-to-day initiatives, aligning people, processes, and technology to improve performance and customer experience. Responsibilities include conducting assessments, developing action plans, collaborating with cross-functional teams, and facilitating ideation sessions. Candidates should have at least 3 years of experience, including 1 year in innovation or process improvement, preferably in a BPO setting, along with relevant certifications. Strong project management, stakeholder engagement, and analytical skills are essential to deliver measurable, sustainable business improvements.Essential Functions/Core Responsibilities
1. Own the overall management (inclusive of day to day activities) of Innovation initiatives for aligned accounts with proven results (quantified benefits related to metrics and/or financials)
2. Leverage with client and various Internal stakeholders in discovering, qualifying, realizing, sustaining, and replicating process improvement deliverables
3. Manage insights, provide valuable intelligence, end to end assessment, and/or innovation roadmap to stakeholders on how to improve processes, business, customer experience, and growth based on agreed metrics and targets
4. Upfront engagement on new accounts to launch detailed assessment of the as is status of the project and drive action plans
5. Work in Sinergy with country Performance Director to develop long term performance plan and drive KPIs improvement
6. Partner with various groups such as automation and analytics teams, training, and quality, project management, IT, and account management among others to synergize the approach and initiatives towards innovation.
7. Co-facilitate co-innovation/ideation sessions with the client and other key stakeholders based on client and/or business needs
8. Collaborate with peers and counterparts for best practices sharing and replication as well as drive initiative to met company goals
9. Provide awareness, consultation, training, coaching, and/or learning sessions to aligned accounts in cascading Innovation methodologies, technology, and other related information.
10. Continued upskilling of self to maintain relevance and purpose in the job.
11. Providing accurate and timely report to leadership team (and/or clients)
Candidate Profile
College degree holder, preferably in Business Management or any relevant field
Total 3+ years of experience, with 1+ years in role focusing on Innovation, Transformation, and/or Process Improvement preferably in a BPO setup
Six Sigma, Lean, CAPM, COPC, PMP Design Thinking, and/or Agile/Scrum certification/training (on any level) is preferred
Knowledge and hands-on experience in deploying any tools such as tracking systems, quality monitoring, workflow tools, process automation, and data analytics
Skilled in project management, change management, stakeholder management, and data management
Ability to work in multiple priorities, handle several projects, ability to collaborate across the ecosystem, build trust with key stakeholders, be able to provide a consultative approach while having domain expertise on client processes
Hello Gamechangers,
Concentrix Albania is currently looking for a Quality Excellence Coordinator!
What does the role involve?
The Delivery Excellence Manager role is to co-drive (inclusive of day to day management) of continual process innovation and transformation through automation, client co-innovation, and/or six sigma, lean, and design thinking (or any relevant disciplines) across multiple accounts and client engagements. Their expertise will help align the client's and business people, process, technology, and data with a robust and sound strategy built for current and future success.
Essential Functions/Core Responsibilities
1. Own the overall management (inclusive of day to day activities) of Innovation initiatives for aligned accounts with proven results (quantified benefits related to metrics and/or financials)
2. Leverage with client and various Internal stakeholders in discovering, qualifying, realizing, sustaining, and replicating process improvement deliverables
3. Manage insights, provide valuable intelligence, end to end assessment, and/or innovation roadmap to stakeholders on how to improve processes, business, customer experience, and growth based on agreed metrics and targets
4. Upfront engagement on new accounts to launch detailed assessment of the as is status of the project and drive action plans
5. Work in Sinergy with country Performance Director to develop long term performance plan and drive KPIs improvement
6. Partner with various groups such as automation and analytics teams, training, and quality, project management, IT, and account management among others to synergize the approach and initiatives towards innovation.
7. Co-facilitate co-innovation/ideation sessions with the client and other key stakeholders based on client and/or business needs
8. Collaborate with peers and counterparts for best practices sharing and replication as well as drive initiative to met company goals
9. Provide awareness, consultation, training, coaching, and/or learning sessions to aligned accounts in cascading Innovation methodologies, technology, and other related information.
10. Continued upskilling of self to maintain relevance and purpose in the job.
11. Providing accurate and timely report to leadership team (and/or clients)
Candidate Profile
About the role
Permanent Role Office working hoursLocation: TiranaBase salary + Bonus and BenefitsLocation:
ALB Tirana - Rruga Dervish Hima, Stadiumi Air AlbaniaLanguage Requirements:
Time Type:
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