Manager - Quality

5 days ago

Pavia, Philippines IGT Solutions Full time
Overview

We're Hiring: Manager - Quality

Step into a leadership role where you'll drive performance, optimize operations, and inspire a high-performing team to success.

Responsibilities
  • Establish and evolve formal QA processes, ensuring that the team is using industry-accepted best practices.
  • Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met.
  • Participation in internal and external (client) calibration.
  • Handling a team of Quality Assurance Senior Executives / Executives - Creating and maintaining weekly and monthly targets
  • Maintaining and Improving CSAT for the process
  • Creating and identifying TNI's for the process
  • Creating action plan for the repeat defaulters and bottom quartile
  • Creating and presenting performance dashboards – weekly and monthly
  • Conducting development trainings for the QA's and process associates
  • Work on RCA for all the low scores received on the CSAT surveys
  • To work towards ensuring the resources are utilized to the maximum
  • Lead calibration sessions and share report with the internal stakeholders
  • Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to minimize error opportunities.
  • Responsible for conducting process level analysis - root cause analysis, trend analysis, training need analysis for the process, etc. and designed plan of action to minimize the errors/ defects.
  • Designing new templates, dashboard, and matrix to measure team performance.
  • Training on QMS, data analysis, and Basic quality tools to enhance process improvement ability
  • Adhering and meeting the SLA's and the contractual obligation for the processes operating from all the location.
  • Management of Process Audits and Business Performance reviews
Qualifications
  • College Level: undergraduates are welcome to apply
  • Must have at least 2-year experience as QA Manager
  • Background in Travel & Hospitality, preferred, but must have at least insights in Travel transactions such as utilization of Travel apps & Travel promotions, etc.
  • Knowledge on QA Tools is a must
  • Presentation Skills
  • Client Management Skills
  • Analytical Skills; must have extensive RCA background
  • Amenable to work on-site in Pavia, Iloilo
  • Amenable with shifting schedules

If you're ready to lead with impact and thrive in a fast-paced environment, apply today and be part of our dynamic - growing team


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