Executive Quality Assurance Specialist
4 weeks ago
Gratitude Philippines is seeking a highly skilled Executive Quality Assurance Specialist to join our team. As a key member of our organization, you will be responsible for implementing and delivering an exceptional quality framework that supports consistent delivery of client metrics.
Key Responsibilities:- Work closely with clients to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality.
- Assess sample work output from various teams for pre-defined audit monitoring as per evaluation criteria defined by business.
- Ascertain right coaching needs are identified by the operations team through their evaluations.
- Carry out calibration with stakeholders as per agreed process.
- Proactive management of identifying trends, producing root cause analysis, and providing solutions.
- Develop and implement standard quality methodology to include guidelines, policies, and procedures.
- Work with business leaders and managers to identify gaps and implement plans to close and improve.
- Implement robust monitoring of internal QA and maintains an efficient performance management system.
- Review and present regular management information on quality measures and improvements.
- Meet KRA's as agreed and any that may get added due to business needs.
- Develop and maintain a log of the learning and ensure these are passed on to the training team to be implemented along with other best practices for all future training programs.
- Review and drive training needs analysis - pre/post training assessment for new hires and cross-trained resources. Identify and close training gaps across function.
- Work closely with the training team on training needs identified for colleagues and collaboratively implement plans to improve performances of bottom performers.
- Actively participate in progressive disciplinary process for employees not able to meet or maintain standards of excellence.
- Execute strong governance plans to communicate with internal customers, stakeholders, and clients to gain information, feedback, and approval.
- Demonstrate strong customer service ethic in the team through active communication, regular updates, and meetings.
- Coordinate with other centers to share best practices, continuous improvement of modules, delivery, and ensure adherence to best practices identified in FSL.
We are looking for a highly motivated and experienced Executive Quality Assurance Specialist to join our team. If you have a passion for quality assurance and are looking for a new challenge, please apply today.
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