Senior Quality Operations Lead

3 weeks ago


Iloilo City, Western Visayas, Philippines Visage Executive Search Full time
Job Description

The Senior Quality Operations Lead will play a crucial role in driving performance to meet all quality metrics, including SLA baselining, predictive SLA monitoring, and reporting. This includes ensuring adherence to contractually binding audit targets, delivering sampling and stratification strategy based on compliance checks, financial processes, errors, customer priorities, and agent performance.

Responsibilities include:
  • Delivering 'Next Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards.
  • Ensuring continued calibration to the quality framework.
  • Facilitating Kaizen initiatives within the team.
  • Accountable for customer complaint resolution process.
  • Ensuring process documentation and sign-off as per ISO standards and WNS Quality Assurance Playbook.
  • Responsible for timely and accurate reporting, updates, and business insights.

Required Skills and Qualifications

•5 years BPO experience

•At least 2 years working with Quality

About Us

We are Visage Executive Search, a leading provider of executive search services. We specialize in identifying and attracting top talent for our clients across various industries.

Salary Range

$80,000 - $110,000 per year, depending on experience.

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