Quality Auditing Analyst
4 weeks ago
On-site - Pasay 5-10 Yrs Exp Bachelor Full-time
Job DescriptionDescriptionROLE: Senior Quality Manager - BPO
Location: Pasay, Philippines.
Target Industry: Financial
Joining Date: ASAP
Headcounts: 2
Must Have: 6-8 years exp in BPO, Minimum of 2 years as Quality Manager/Senior Manager. Excellent working knowledge of MS Office. Possess in-depth knowledge and skill of Six Sigma, and Lean methodology (Minimum GB certified / BB trained resource). Build a strong quality control with process understanding and measurement to deliver high performance and client-agreed KPIs with a positive customer experience. Analyze business processes and assist in identifying problems and mitigating plans for quality improvement.
Basic Function: The QC Manager is responsible for ensuring the smooth functioning of Quality Compliance function in client processes while ensuring that internal and client compliance requirements are met and assisting in driving incremental improvements.
Essential Functions- Responsible for designing new processes for QC functioning to meet client-specific requirements; facilitate migrations to seamlessly set up quality compliance.
- Train/mentor personnel from other functions on quality tools and concepts and mentor AMs / GBs.
- Responsible for ensuring ongoing compliance to quality standards based on internal as well as client requirements.
- Responsible for working closely with clients and the operations team to carry out the process improvement activities and facilitate best practice sharing and driving standardization.
- Perform ongoing reviews to ensure compliance with QSD to all certifications and internal/client requirements.
Technical Skills:
- Trained / Certified Lean Six Sigma Green Belt from a reputed organization.
- Excellent working knowledge of MS Office – MS Excel, PowerPoint, Word Doc, Outlook.
- Process Mapping/Value Stream Mapping.
- Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred.
- Preferably knowledge of the Financial Industry.
- Knowledge of quality systems (ISO, COPC) preferable.
Work Experience Requirements:
- Minimum 6 -7 years of total work experience with at least 2 years of Managerial in the BPO / ITES industry.
- Minimum 5 years in the current role/assignment.
6th floor, Exlservice Philippines, Inc. 6th Floor, OneE-com Center, Harbor Drive, Mall of Asia Complex 1308, Pasay, 3001 Metro Manila, Philippines.
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