Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Process Improvement Specialist for our Awesome CX by Transcom Davao site. This role will focus on optimizing customer care processes within the BPO partner’s operations by aligning them with the brand’s quality standards and strategic goals, while driving workflow improvements, efficiency, and collaboration.

Join our Awesome CX by Transcom Family as a Process Improvement Specialist

Process Evaluation and Alignment:

1. Assess current customer care processes within the BPO setup to ensure alignment with the brand’s objectives, policies, and KPIs.
2. Identify inefficiencies and recommend process improvements that adhere to the brand’s quality and operational standards.

Collaboration with Brand Partner:

1. Act as the primary liaison between the brand and the BPO partner for all process improvement initiatives.
2. Ensure consistent communication with the brand’s stakeholders to prioritize and align on process improvement objectives.
3. Provide regular updates and insights to the brand on process enhancements and performance metrics.

Improvement Planning and Implementation:

1. Design and implement scalable and measurable process improvements that enhance service quality and operational efficiency.
2. Partner with BPO leadership to pilot new workflows, tools, or methods, ensuring smooth transitions and minimal disruptions.

Training and Change Management:

1. Collaborate with the BPO training team to roll out updated procedures, tools, and best practices.
2. Support the change management process to ensure BPO staff adoption and sustained improvements.

Technology Optimization and Integration:

1. Review the BPO partner’s technology stack (CRM, customer contact methods (chat/email/voice), AI tools) and identify opportunities for optimization in line with the brand’s preferred systems.
2. Coordinate with the brand’s IT and operations teams to implement integrated solutions.

Performance Monitoring and Reporting:

1. Define and monitor KPIs to evaluate the success of implemented process improvements, focusing on metrics such as customer satisfaction, first-contact resolution, and operational efficiency.
2. Provide detailed reports to both the BPO partner and the brand, showcasing progress, challenges, and recommendations.

Continuous Improvement Culture:

1. Foster a collaborative, customer-centric culture of continuous improvement within the BPO team.
2. Organize joint workshops, brainstorming sessions, and training programs to promote engagement and drive sustained results.

• Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s degree preferred)
• 1–5 years of experience in process improvement, ideally in a BPO or outsourced customer care environment
• Demonstrated experience in collaborating with brand partners and cross-functional teams
• Strong analytical and problem-solving skills, with the ability to manage complex, cross-company processes
• Expertise in process improvement methodologies such as Six Sigma, Lean, or Kaizen
• Proficiency in tools like Microsoft Office Suite, process mapping software, and data analytics platforms
• Excellent communication, negotiation, and interpersonal skills to collaborate across organizational boundaries
• Customer-centric mindset with a strong focus on delivering brand-aligned service
• Ability to build strong relationships with both BPO and brand stakeholders
• Adaptability to work across different organizational structures and cultures
• Strong project management and change management skills
• Lean Six Sigma (Green Belt or higher) or similar certifications are a plus