Executive Director of Quality Assurance

5 days ago


Iloilo City, Western Visayas, Philippines Gratitude Philippines Full time

**Job Description**

We are seeking a highly skilled and experienced Quality Assurance Professional to lead our team in delivering exceptional service quality. As the ideal candidate, you will have a strong background in BPO operations and at least 2 years of experience in quality management.

Key Responsibilities:

  • Develop and implement strategies to improve service delivery standards, ensuring low-risk and zero-surprises business-as-usual (BAU) operations.
  • Conduct audit compliance checks, identify root causes, and develop remediation plans to ensure adherence to contractually binding audit targets.
  • Design and implement sampling and stratification strategies based on compliance checks, financial processes, customer priorities, and agent performance.
  • Maintain calibration to the quality framework and drive performance improvements to meet all quality metrics, including SLA baselining, predictive monitoring, and reporting.
  • Lead Kaizen initiatives within the team and facilitate customer complaint resolution processes.
  • Ensure process documentation and sign-off as per ISO standards and WNS Quality Assurance requirements.
  • Provide timely and accurate reporting, updates, and business insights to stakeholders.


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