Senior Quality Assurance Manager

2 weeks ago

Pasig, National Capital Region, Philippines Foundever Full time
  • Atleast 2 years of experience as a Senior Quality Manager in a BPO Setup.
  • Implement Transaction monitoring process as per client requirements and COPC Standard
  • Implement task monitoring as per the in-house process
  • Create a sampling strategy
  • W/ Lean Sigma Green Belt Certification
  • Determine the frequency of monitoring and the sample size
  • Monitoring plan and schedule for monitoring of Tasks
  • Maintain 'program quality' related client interactions. Provide feedback to the floor
  • Facilitate and manage quality related conference calls, calibration calls, etc.
  • Review the effectiveness of MIP's and the feedbacks being given by the Quality Analyst. and Communication Trainers.
  • Organize call calibration sensitization for TMs.
  • Analyse end-user complaints and Client Complaints
  • Implement MIP-T as per the guidelines
  • Monitoring performance by gathering relevant data and producing statistical reports – Review of historical data and share insights/trends. Share different analysis, control charts, graphs etc. to depict process performance
  • Develop and drive continuous improvement initiatives – Focus on bringing baseline performance to entitlement and then move towards a new benchmark
  • Responsible for QMS and Compliance – Work on having quality check plan, documented procedures, processes, records as per QMS requirements. Ensuring compliance to the standard. Stringent review mechanism to ensure compliance and strong governance model
  • Look at ways to reduce waste and increase efficiency – Use process mapping techniques, quality tools to increase utilization, performance. Eliminate NVA
  • Team Player - Ensure employee satisfaction. Build a positive working atmosphere within the team; engage the team members with employee engagement models. Build competencies within the team so they can pick up additional responsibilities/move to the next level
  • Review Program requirements and ensure they are met – Look at the program metrics , create and implement an action plan to meet and exceed customer requirements
  • Work in a collaborative manner with stakeholders – Participate in calibrations and various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.

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