Continuous Improvement Manager M/F Permanent Contract Rabat - Rabat

Company :

ADM Value, part of the Tessi Group, is a major and growing player in outsourced customer relations.

What drives us? Innovation, a performance culture, and the growth of our talents.

To support the transformation of our activities and maximize the experience of our partners, we are creating a strategic position at the heart of our operations in Rabat: Continuous Improvement Manager (M/F).

Company culture :

ADM Value is built around a collaboration-driven culture, with a strong focus on human relationships, trust and employee development. The company promotes close leadership that encourages support, accountability and team engagement. This people-centered culture is complemented by a strong performance mindset, reflecting a clear focus on results and commitment. A structured organizational approach reinforces operational efficiency, while innovation plays a more complementary role within the company.

Job :

Reporting to Management, your role is crucial: you are the bridge between the customer's voice, the reality on the ground, and process optimization. You transform raw data into concrete actions to boost customer satisfaction (NPS, IS...) and drive commercial performance (DMT, Sales Rate).

Your main areas of focus:

- **Be the Voice of the Customer Advocate:** Collect, analyze, and interpret quality indicators (IS, NPS, IR). Track and eliminate recurring issues.
- **Perform "Data Alchemy":** Cross-reference quantitative KPIs (DMT, Revenue, Conversion Rate) with qualitative analysis to identify high-impact correlations.
- **Field Focus & Workshops:** Lead dynamic workshops each month with our advisors (analysis of *Top/Flop topics*) to share best practices and co-build action plans with supervisors and quality specialists.
- **Strategic Deliverables:** Manage and formalize monthly reports (Voice of the Customer, Cross-functional Dashboards, updated CDO processes) essential for decision-making.

Required profile :

You are a Customer Relations professional, known for your sharp analytical mind and natural leadership.

- **Background:** You have significant experience in a contact center, ideally in roles such as **Supervisor**, **Trainer**, or **Quality Coach**.
- **Hard Skills:** Acronyms like DMT, NPS, IS, IR, and Sales Rate are part of your daily work. You have perfect mastery of quality monitoring tools and building cross-functional dashboards (Qualitative x Quantitative).
- **Soft Skills:**
    - **"Root Cause" Analytical Mindset:** You don't just scratch the surface; you find the root cause of problems.
    - **Proactive and Suggestive:** You are proactive and know how to present your ideas to management and clients.
    - **Impactful Communication:** You are equally comfortable speaking to lead a team of advisors as you are writing to present your deliverables to management.

### What we offer you

- A **permanent contract** with an **intermediate executive** status.
- The opportunity to participate in the creation and deployment of a brand-new strategic role.
- A modern, stimulating work environment that promotes professional development within the Tessi group.
- A collaborative work atmosphere where your initiatives are valued.

Head office address :

Desired personality traits :

Flexibility Need for reflection Team work