Document and maintain process maps and control plans to reflect current workflows and quality standards.
Identify process inefficiencies using Lean methodologies and perform root cause analysis.
Conduct quality evaluations and process audits to ensure compliance with company policies and procedures.
Analyze operational and quality data to identify trends, risks, and improvement opportunities.
Provide coaching and feedback to agents, supporting performance and service quality improvements.
Develop and support training initiatives to enhance team capabilities.
Define, monitor, and report on process and quality metrics to stakeholders.
Collaborate with cross-functional teams to implement and document process improvements.
Monitor customer interactions and satisfaction data to drive service enhancements.
Contribute to continuous improvement initiatives, including Lean Six Sigma projects.
Ensure consistent service quality across all channels through clear standards and guidelines.

2–3 years of experience in process improvement, quality assurance, or operations (BPO/gaming is a plus)
Strong understanding of operational processes and supporting technologies
Knowledge of Lean, Kaizen, process mapping, or value stream mapping (VSM) is highly desirable
Experience with data analysis, reporting, and quality management tools
Strong analytical and problem-solving skills with a proactive mindset
Excellent communication and stakeholder management skills
Experience in coaching, training, or developing team performance
High attention to detail with the ability to manage multiple priorities in a fast-paced environment
Ability to work both independently and collaboratively
Strong proficiency in Microsoft Office and data tracking tools

Private health insurance
Wellness incentives, including a fitness allowance and mental well-being services
2 weeks Work From Anywhere (10 days), increased to 4 weeks (20 days) after longer duration of employment within the Company: explore the world while working remotely
Office lunches
three times per week
Access to some of the greatest tools and platforms for developing your professional skills and building success within your role
A range of training courses, known as Casumo College, for continuous learning and growth
Social events for building strong relationships with colleagues from all across the organisation

Process Controller, Quality Specialist

Key skills