Quality Process Improvement Manager
2 days ago
VXI Global Holdings B.V. (Philippines) is seeking a highly skilled Quality Assurance Specialist to join our team. The successful candidate will be responsible for delivering high-quality QA monitors and reports, while providing real-time feedback and maintaining quality standards.
Key Responsibilities- Quality Assurance: Deliver the required number of QA monitors in a timely manner, adhering to set deadlines.
- Reporting and Trending: Generate and trend weekly/monthly QE related reports to identify areas for improvement and optimize processes.
- Feedback and Coaching: Participate in side-by-side sessions, providing real-time feedback to team members and driving quality excellence.
- Team Collaboration: Attend team meetings and huddles to share Quality and behavioral tagging trends, promoting collaboration and knowledge sharing.
- QA Calibration: Maintain 2.5% variance or lower in QA calibration, ensuring accuracy and precision in quality assessments.
- Leadership and Guidance: Work closely with line leadership to implement new processes and drive business growth.
- Action Planning: Develop and deliver action plans to TLs and Account Associates, empowering them to improve their performance.
- Root Cause Analysis: Skilled in pinpointing root causes for performance variance, identifying opportunities for process improvements.
- Operational Awareness: Stay up-to-date with operational changes, adapting to new developments and requirements.
- Culture and Values: Uphold corporate values and expected behavior, embodying the company's culture and principles.
- Flexibility and Adaptability: Willing to support call volume when needed, demonstrating adaptability and teamwork.
- Schedule Management: Adhere to the schedule set by the QA SDL / QA Supervisor, ensuring timely completion of tasks and responsibilities.
- Knowledge Sharing: Responsible for identifying and collecting best practices, sharing them with all QA team members to promote knowledge sharing and excellence.
- Project Execution: Work closely with the QA SDL / QA Supervisor to execute key QA initiatives or special projects, driving business growth and quality excellence.
- At least 1 year of experience as a trainer in BPO HealthCare programs, leveraging expertise and knowledge to drive quality excellence.
- Possess BPO experience, understanding the industry's dynamics and challenges.
- Hold a Bachelor's/College Degree in any field, demonstrating academic achievement and intellectual curiosity.
- Amenable to report onsite in Davao, working collaboratively with the team and management.
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