Extend Your Team

Manager

• Lead and facilitate cross-functional teams to identify and implement process improvement initiatives aimed at increasing efficiency, reducing waste, and improving overall operational performance.
• Develop and maintain a comprehensive process mapping system that documents current processes, identifies bottlenecks, and highlights opportunities for improvement.
• Design, implement, and monitor key performance indicators (KPIs) and metrics to track the effectiveness of process improvements and ensure alignment with organizational goals.
• Collaborate with department heads and senior management to prioritize process improvement projects based on potential impact, resource availability, and strategic importance.
• Utilize Lean, Six Sigma, and other continuous improvement methodologies to drive process optimization projects from inception through to successful completion.
• Oversee the development and delivery of process excellence training programs to build organizational capability and embed a culture of continuous improvement.
• Facilitate the adoption of new technologies and automation tools that support process improvement and operational excellence initiatives.
• Conduct post-implementation reviews for completed projects to assess outcomes, quantify benefits realized, and identify lessons learned for future process improvement efforts.

Process Excellence Manager

Auditor

• Conduct comprehensive customer service calls and ticket audits to assess adherence to company standards, policies, and procedures.
• Evaluate the quality of customer interactions, including communication skills, problem resolution, information accuracy, and overall customer satisfaction.
• Identify areas for improvement and provide detailed feedback to customer service representatives to enhance performance.
• Maintain and ensure the CS team follows AVEN's policy that “No customer should be left behind.
• Design and develop audit forms and checklists tailored to different types of customer interactions (calls, tickets, chats, etc.).
• Regularly update and refine audit forms to reflect evolving company standards and customer expectations.
• Compile and analyze audit data to identify trends, common issues, and areas for training or process improvement.
• Generate detailed reports on audit findings, including strengths, weaknesses, and actionable recommendations.
• Work closely with the customer service management team to ensure audit processes are aligned with operational goals.
• Provide training and guidance to customer service representatives based on audit outcomes.

Process Excellence Manager

Quality Auditor