Quality Assurance Manager

3 weeks ago

Cagayan de Oro, Philippines Qualfon Full time

WORK LOCATION: Limketkai, Cagayan de Oro, Misamis Oriental

Work arrangement: On-site

MAIN OBJECTIVES AND FUNCTIONS:

1. ACHIEVE CENTER PERFORMANCE TARGET ON QUALITY METRIC

  • In-charge of the centerâs overall performance on Quality metric
  • Responsible of designing QA strategy along with SOM/OM and Account Managers (remedial plan)
  • Defines standards and establish clearly defined quality methods for staff to apply
  • Conducts Root Cause Analysis meetings with the Management Team
  • Ascertains that the QA Team follows set procedures in a consistent manner
  • Ensures deployment of new programs and procedures
  • Works with Training and Recruitment Heads to assess and address quality of new hires
  • Identifies relevant quality-related training needs
  • Validates effectiveness of feedback and coaching on Quality metric
  • Recommends to operation heads corrective action required for unacceptable offenses affecting performance
  • Creates the site QA strategy and action plan for all skills and groups

2. SUPPORT FOR OPERATIONS

  • Ensures enough QA Staff cover support for Operations; align QA assignment
  • Responsible for selection of new QA Analysts and QA Supervisors; coordinates with Recruitment in this regard
  • Validates understanding of the staff and agents on the QA Guidelines
  • Provides trainings and tools to staff when needed in order to drive performance and achieve results
  • Reinforces Operations compliance on the QA programs and action plans
  • Reviews and approve the weekly monitoring calendar
  • Ensures team deliverables are met and track QA team performance
  • Empowerment to provide DA to Staff from Supervisor to OM position whenever no improvement is shown.

3. QA STAFF PERFORMANCE EVALUATION

  • Implements workload distribution to Senior QA Supervisors to meet operational demands
  • Evaluates the Senior QA Supervisors monthly overall performance with a standard scorecard
  • Ensures that PIP is taking place in a regular basis and ensures the gaps are closed in team performance
  • Mentors, coaches, and counsels
  • Senior QA Supervisors to improve their performance
  • Ensures that every QA Staff is evaluated monthly on overall performance and given feedback

4. REPORTS

  • Provides documented feedback to QA Manager and Operations Manager pertaining to the centerâs performance and challenges
  • Distributes department reports to QA Staff to meet operational demands
  • Ensures the entire QA team is calibrated with the guidelines set by client
  • Sends list of agents enrolled to Performance Improvement Plan and their status
  • Responsible for accuracy and timely delivery of reports and trends
  • Information dissemination and calibration
  • Joins internal calibration sessions, with Operations and with the client respectively
  • Escalates client-related issues to Vendor Management that are affecting performance
  • Ensures dissemination of new procedures and programs center wide

5. SPECIAL ASSIGNMENTS AND TASKS

  • Leads the Immersion and Orientation of new QA Staff
  • Ensures participation in the departmentâs activities

QUALIFICATIONS

  • Certified Six Sigma Green Belt/Yellow Belt/Black Belt
  • QA Tools and processes
  • FMEA, MSA, SPC preferred
  • Data Analytics
  • Customer Experience

OTHER SKILLS AND EXPERIENCES (MIN)

  • At least 5 years work experience in the field of QA function, with at least 2 years managerial experience.
  • Bachelors degree holder of any field

COMPETENCIES

  • Keenness to Detail
  • Problem Solving
  • Quality Assurance and Quality Control
  • Analytical & Logical Thinking
  • Oral Communication

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