Continuous Improvement Manager (H/F) - ADM Value Rabat 2026

## Overview ADM Value, a leader in external customer relations, is seeking a Continuous Improvement Manager to join its team in Rabat. This pivotal role aims to bridge the voice of the customer with field realities and improve processes to enhance customer satisfaction and business performance.

## Organizing Entity ADM Value, a branch of the Tessi Group, is a company specialized in external customer relations.

## Positions Available - **Continuous Improvement Manager (H/F)**: One (1) position in Rabat and surrounding areas.

## Application Requirements - **Educational Level**: Bachelor's degree +5 years or more. - **Experience**: 5 to 20 years of experience in call centers, preferably in roles such as supervisor, trainer, or quality trainer. - **Technical Skills (Hard Skills)**: - Proficiency in terms and indicators such as DMT, NPS, IS, IR, and sales rates. - Proficiency in quality management tools and the creation of cross-functional dashboards (quantitative and qualitative). - **Personal Skills (Soft Skills)**: - **Root Cause Analysis**: Ability to identify root causes of problems. - **Proactive Suggestion**: Ability to proactively propose ideas to management and customers. - **Effective Communication**: Ability to express oneself clearly and persuasively both verbally and in writing. - **Required Personal Traits**: Flexibility, a need for critical thinking, and the ability to work in a team.

## Job Description and Responsibilities Under the supervision of management, the Continuous Improvement Manager will be responsible for the following tasks: - **Listening to the Voice of the Customer**: Collecting, analyzing, and interpreting quality indicators (IS, NPS, IR) to identify and eliminate recurring issues. - **Data Analysis**: Integrating key performance indicators (DMT, CA, conversion rate) with qualitative analyses to identify high-impact correlations. - **Field Work and Workshops**: Organizing dynamic monthly workshops with advisors (analyzing the most and least successful topics) to gather best practices and develop joint action plans with supervisors and quality managers. - **Strategic Reports**: Preparing and presenting monthly reports (voice of the customer, cross-functional dashboards, updated CDO processes) essential for decision-making.

## What the Company Offers - Permanent employment contract (CDI) as a mid-level executive. - Opportunity to participate in the creation and development of a new strategic position. - Modern and motivating work environment that encourages professional growth within the Tessi Group. - Collaborative work environment that values individual initiatives.

## Important Dates - Application Deadline: **2026-08-03**