Excellence Specialist

Position Overview: The Business Excellence Specialist in malomatia Contact Center plays a critical role in ensuring operational efficiency, quality, and continuous improvement within the contact center environment. This role involves analyzing data, identifying opportunities for optimization, implementing best practices, and driving initiatives to enhance the overall performance of the contact center. The Business Excellence Specialist collaborates with cross-functional teams, including operations, quality assurance, training, and technology, to streamline processes, improve customer experiences, and achieve key business objectives. Key Responsibilities: Business Excellence Specialist plays a key role in malomatia in driving operational excellence, quality assurance, and continuous improvement within the contact center, ultimately contributing to enhanced customer experiences and business success for malomatia and customers Performance Analysis and Reporting: Analyze contact center performance metrics, including service level, average handle time, first call resolution, customer satisfaction, and agent productivity. Identify trends, patterns, and areas for improvement based on performance data and historical trends. Prepare and present regular reports and dashboards to stakeholders, highlighting key insights, performance trends, and actionable recommendations. Process Optimization: Conduct end-to-end reviews of contact center processes, workflows, and procedures to identify inefficiencies, bottlenecks, and opportunities for improvement. Collaborate with stakeholders to redesign processes, implement best practices, and streamline workflows to improve operational efficiency and enhance customer experiences. Develop and maintain documentation, training materials, and standard operating procedures (SOPs) to ensure consistency and compliance with best practices. Quality Assurance and Compliance: Design, implement, and manage quality assurance programs and initiatives to ensure consistency, accuracy, and compliance with company standards and industry regulations. Develop evaluation criteria, scoring methodologies, and performance benchmarks for assessing agent interactions, adherence to scripts, and compliance with policies and procedures. Conduct regular quality audits, provide feedback and coaching to agents, and track performance trends to drive continuous improvement in service quality and customer satisfaction. Training and Development: Partner with training teams to identify skill gaps, training needs, and opportunities for skills enhancement among contact center agents. Develop and deliver training sessions, workshops, and coaching sessions to support skill development, performance improvement, and career advancement for contact center staff. Monitor and evaluate the effectiveness of training programs, gather feedback from participants, and make recommendations for program enhancements and adjustments. Customer Experience Enhancement: Collaborate with cross-functional teams to identify opportunities for enhancing customer experiences through process improvements, technology enhancements, and service innovations. Gather customer feedback, conduct surveys, and analyze customer interactions to understand needs, preferences, and pain points. Champion customer-centric initiatives and advocate for changes that prioritize customer satisfaction and loyalty. Continuous Improvement Initiatives: Lead or participate in cross-functional teams focused on continuous improvement, innovation, and operational excellence. Utilize Lean Six Sigma methodologies, root cause analysis, and other improvement frameworks to identify, prioritize, and implement process improvements and efficiency gains. Monitor and track the progress of improvement initiatives, measure their impact on key performance metrics, and adjust strategies as needed to achieve desired outcomes. Qualifications and Skills: Native Arabic Speakers preferred due to the nature of jobs and interactions Bachelor's degree in business administration, operations management, or related field; master's degree preferred. Proven experience (typically 5-8 years) in a business excellence, process improvement, or operations role within a contact center or customer service environment. Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions. Excellent project management skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines. Proficiency in quality assurance methodologies, process optimization techniques, and performance management frameworks. Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels of the organization. Certification in Lean Six Sigma, Quality Management, or related disciplines is desirable. Knowledge of contact center technologies, CRM systems, and workforce management tools is a plus.