COPC Consultant – Process Excellence Lead

About the role

The COPC Consultant is a strategic, high‑impact position responsible for governing, designing, and optimizing operational processes in line with the COPC (Customer Operations Performance Center) framework. Acting as the primary domain expert, you will guide cross‑functional teams and present process health, compliance roadmaps, and performance metrics to a global retail/consumer‑product client and internal executives.

Key responsibilities

• Serve as the organization’s subject‑matter expert on the COPC standard, lead self‑assessments, identify compliance gaps, and drive remediation of non‑conformance items.
• Establish and maintain deep‑dive process documentation, ensuring SOPs, transaction monitoring forms, and training handoffs are audit‑ready.
• Partner with Operations, QA, Training, WFM, and HR to root‑cause gaps and implement sustainable, framework‑compliant solutions.
• Lead client‑facing presentations on process health, certification roadmaps, and continuous‑improvement initiatives.
• Facilitate workshops and structured problem‑solving sessions with site leaders to embed process discipline and meet COPC metric requirements.

Required profile

• Minimum 10 years progressive leadership experience in the BPO industry, with at least 3 years in Process Excellence or COPC implementation.
• Certified COPC Implementation Leader (or equivalent COPC Coordinator certification) with a proven record of successful certification cycles.
• Strong expertise in process mapping, root‑cause analysis, and documentation standards.
• Lean Six Sigma Green Belt certification is highly advantageous.
• Exceptional English communication, facilitation, and storytelling skills for presenting complex operational data to international stakeholders.
• Demonstrated ability to influence and collaborate in a matrixed environment without direct line‑management authority.

Required skills

• COPC Implementation Leader certification
• Process mapping
• Root‑cause analysis
• Documentation standards
• Lean Six Sigma Green Belt (optional)