Program Lead

2 weeks ago


Paranaque City, Calabarzon, Philippines WHG Customer Services Philippines, Inc. Full time

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:


• At least a minimum of 2 years' experience as a quality lead in customer operations function.

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

• A strong understanding of iGaming regulations and responsible gambling practices is an advantage.

• Advanced reporting skills and use of different analytical tools.

• Experienced in creating storytelling through data for various stakeholders.

WHG Customer Services Philippines, Inc. is part of the William Hill Group, one of the world's leading Gaming companies. Founded in 1934 in the UK, William Hill Group is the UK's largest bookmaker. Services from Manila include:Incoming chatEmail & customer services callsOutbound chatPersonalized account management New player checksFraud managementWithdrawals managementPayment & transaction management

WHG Customer Services Philippines, Inc. is part of the William Hill Group, one of the world's leading Gaming companies. Founded in 1934 in the UK, William Hill Group is the UK's largest bookmaker. Services from Manila include:Incoming chatEmail & customer services callsOutbound chatPersonalized account management New player checksFraud managementWithdrawals managementPayment & transaction management

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