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QA Process Improvement Manager

1 week ago

Manila, National Capital Region, Philippines Probe CX Full time

Company Overview:

Probe CX is a leading company in the industry, dedicated to delivering exceptional customer experiences.

Salary and Benefits:

  • A competitive salary package that reflects your skills and experience
  • An attractive benefits package that includes [list of benefits]

Job Description:

We are seeking an experienced QA Process Improvement Manager to join our team. As a key member of our operations department, you will be responsible for driving process improvement initiatives based on quality assurance insights.

You will work closely with our Operations team to analyze quality insights, coordinate action planning, and coach and develop our QA Analysts.

In this role, you will also attend calibration sessions as needed, update reporting as necessary, and provide critical thinking and pattern recognition skills to drive business growth.

Required Skills and Qualifications:

  • Educational Attainment: College Graduate or higher
  • At least 3 years as QA Analyst and 2 years in people management role
  • Desired Industry Exposure: BPO
  • Desired Role Exposure: Quality Lead / Quality Analyst
  • Good knowledge of Excel and Google Sheets
  • Exposure to root cause analysis, error detection, and SBI feedback (situation, behavior, and impact analysis)
  • Background in data analytics and presentation
  • Innate curiosity on processes and data
  • Flexible and able to independently adjust to frequent changes
  • Critical thinking and pattern recognition skills
  • Exposure to client and stakeholder interaction and management
  • Excellent written and verbal communication skills

Benefits:

  • A supportive and collaborative work environment
  • Ongoing training and development opportunities
  • A comprehensive health insurance plan
  • A generous paid time off policy
  • Access to cutting-edge technology and tools

Others:

  • Previous experience in AU Retail industry
  • Previous experience in process improvement