High-Quality Process Improvement Specialist

1 day ago

Manila, National Capital Region, Philippines beBeeQuality Full time $55,000 - $85,000
Job Title: Quality Assurance Specialist

The successful candidate will be responsible for overseeing quality assurance processes to ensure compliance with regulatory requirements and company policies. The supervisor will manage a team of quality analysts and support staff in performing quality checks and audits.

Key Responsibilities:
  • Develop and implement quality assurance policies and procedures to meet or exceed quality standards required by clients.
  • Collaborate with operations, enablement, HR, and other cross-functional groups in developing agents, processes, and tools to meet and exceed expected targets through needs and gap analysis, process improvements, calibration sessions, triad coaching, and up-skill training sessions.
  • Initiate and drive improvement projects/activities.
  • Ensure compliance with regulatory requirements, industry standards, and company policies through quality assurance programs.
  • Establish mechanisms to identify areas for process improvements and create action plans to address them.
  • Regularly collaborate with internal teams and stakeholders to improve quality management efforts.
Requirements:
  • At least 3 years of experience in quality assurance and BPO services.
  • Excellent communication skills with the ability to communicate effectively with all levels of employees and external stakeholders.
  • Strong analytical skills with the ability to analyze customer feedback and develop actionable insights.
  • Ability to manage and lead a team of quality analysts and support staff.
  • Proficiency with quality assurance software and tools.
  • Knowledge of quality assurance best practices and standards including ISO 9001, Six Sigma, or Lean methodologies.

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