Quality Manager
3 weeks ago
Onsite | Clark, Pampanga | Night/Shifting Schedule
Required Qualifications:
5 years of leadership experience as a quality manager/associate manager/supervisor
Must have Quality and leadership experience in a US banking program
Knowledge and clear understanding of critical and non-critical errors in the transactions.
Knowledge and clear understanding of the QA framework, NPS, CSAT, RCA, and action plan.
Good knowledge of Quality metrics, their measurements, and thresholds/targets.
Good investigative and business writing skills.
Good at creating reports using various tools and applications.
Being able to perform risk analysis to the satisfaction of the stakeholders or departments.
Basic exposure to statistical tools and approaches, trend analysis & cause analysis.
Working knowledge of MS Office (Word, Excel & PowerPoint).
KEY ROLES AND RESPONSIBILITIES
Prepare a weekly Sampling Plan and share it with the QA team.
Ensure that all types of transactions are monitored in the programs assigned
Ensure that all three types of audits are done as recommended by COPC - Live, Recorded, and Side-by-Side
Ensure Sampling Adherence is met MIPs are implemented if required.
Track if the QAs are providing appropriate feedback basis of the call audits to improve consultant’s ability to perform better.
Keep checking the QA's accuracy by doing ATA and Calibration.
Prepare and share the Gage R&R report.
Be a consultant and advisor to the QAs to clarify on parameters during need.
Conduct frequent QA reviews and provide inputs to QA on the areas to be focused
Facilitate QA’s to conduct NH training during Nesting.
Analyse monitoring data to identify program-level issues and opportunities
Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.
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