Transactional Quality Executive

1 week ago

Quezon City, National Capital Region, Philippines beBeeQuality Full time ₱2,000,000 - ₱3,250,000
Sr. Group Manager - Transactional Quality

As a Senior Group Manager, you will be responsible for overseeing the 'Next-Gen' Shared Services Quality Organization by consistently enhancing service-delivery standards and ensuring low-risk & zero-surprises Business as Usual (BAU).

You will drive and improve efficiency, leading to enhanced operating margins with a strong focus on governance, timelines, and risk management.

Key Responsibilities:
  • Manage sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix), Errors, Customer priorities & Agent performance.
  • Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting.
  • Effective deployment of Root Cause Analysis (RCA) framework including communication, follow through & training.
  • Responsible for robust documentation of quality standards as agreed with stakeholders in alignment to TQ Playbook.
  • Digitalization & mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework.
  • Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions, and trends leading to performance enhancement & client experience.
  • Ensure continued alignment of account to ISO standards through checks & audits.
  • Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring.

This is a mid-senior level position with a full-time employment type and a job function of Quality Assurance.

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