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