Process Excellence analyst

Job Title: Process Excellence Analyst

Location: Hybrid , Teleperformance One Kattameya.

Working Hours: 09:00 AM to 06:00 PM

Work Week: Sunday to Thursday

Reports To: Business Excellence Team

*Position Overview:

The job holder is responsible for assessing the effectiveness, accuracy, usefulness, and integrity of operational performance metrics and reports (Table F, TOPS, and BEST).

*Key Responsibilities:

Define Table F metrics for new programs (KCRPs, KSPs, satisfaction, client-required).

Monitor, analyze, and report BEST and TOPS performance indicators, highlighting trends and improvement opportunities for internal stakeholders

Align and finalize metrics with the Transition Department and client.

Support setting metric targets based on COPC, client, and TP benchmarks.

Request monthly Table F data from stakeholders.

Validate data completeness, usability, and integrity; follow up on missing data.

Update C-Issue, A-Issue, and Priority Matrix reports.

Publish the finalized monthly Table F.

Conduct semi-annual integrity audits of Table F data.

Ensure consistent reporting practices across all LOBs.

Recommend improvements in Table F data collection and definitions.

Monitor COPC targets and assist in audit readiness activities.

*Required Qualifications:

*Educational Background & Specific Training:

1-Bachelor's Degree.

2-Very Good English language.

3-Six sigma yellow belt.

*Technical Skills:

1-Excellent communication and interpersonal skills

2-Strategic thinking & strong analytical skills

3-Presentation and negotiation skills

4-Creative problem-solving

5-Strong motivation and leadership potential

6-Time management excellence

7-Ability to analyze information and detect trends

8-High accuracy and attention to detail