Program Manager

2 weeks ago

Metro Manila, Philippines WHG Customer Services Philippines, Inc. Full time

Role Objective:

The role is to ensure that customer interactions and services meet established standards of quality and excellence. Among the crucial tasks that this position must oversee are creating and executing QA frameworks, carrying out audits and reviews, working with cross-functional teams, and analyzing data and metrics.

Role responsibilities:

• Responsible for attaining business performance through effective leadership in the quality assurance function.
• Overall responsible for the design and execution of the quality assurance framework to meet regulatory, business, and customer standards. 
• Responsible for ensuring ongoing compliance with quality standards based on internal and external requirements.
• Creation of long-term plans, managing projects, and working with other functions to ensure quality actions are aligned with business strategies. 
• Work closely with the operations team and other functions to carry out process improvement activities and facilitate best practice sharing and driving operational excellence. 
• Lead the data analysis for to address the root cause and provide recommendations on improving the operational process to achieve quality and voice of the customer goals and objectives. 
• Work closely with different functions to ensure gaps are addressed and improvement can be measured. 
• Lead calibration sessions and QA business reviews as appropriate to ensure an understanding of operational needs.
• Engage with business stakeholders to drive quality assurance initiatives. 

Required skills and experience:

• Recognized as an expert in QA function within the organization 

• Has specialized depth and/or breadth of expertise in QA in a customer operations setting. 

• Interprets internal or external issues and recommends solutions/best practices 

• Solves complex problems; takes a broad perspective to identify solutions in customer operations / QA space. 

• Can work independently, with guidance in only the most complex situations 

• At least 5 years’ experience as a quality manager in a customer operations settings or in any similar capacity. 

• Proven track record in managing and delivering quality assurance-related projects 

• Advanced reporting skills and the use of different analytical tools are a must. • Experienced in creating storytelling through data for various stakeholders.

 • Guides others in resolving complex issues and solves complex problems with implications on cross-functional business processes and outcomes 

• Serves as a subject matter expert in QA and applies knowledge of strategies that can be deployed within the organization. In-depth knowledge of QA methodologies and risk management frameworks 

• Excellent analytical and problem-solving skills with the ability to translate data into actionable insights. 

• Experience in managing and leading high-performing teams 

• Strong communication and interpersonal skills, with the ability to lead and collaborate effectively at all levels. 

• Ability to work independently and take ownership of projects.

Desired Skills:

• Passion for the iGaming industry and commitment to building a customer-centric culture of excellence A strong understanding of iGaming regulations and responsible gambling practices is an advantage. Six Sigma Certification or any quality-related standards certifications such as COPC, ISO, and so on.. is an advantage.

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