BPO Quality Assurance Director
3 weeks ago
- At least 3 years of QA Managerial experience
- Client or stakeholder exposure
- People Management
- Analytical and Problem-solving skills
- Ability to conduct error analysis, identify process gaps, and share process improvement ideas.
- Ability to work closely with the Central Quality team to conduct process improvements and projects on multiple locations on a timely manner.
- Proven ability to achieve and maintain departmental quality standards.
- Strong written communication skills.
- Excellent grammar, spelling, and sentence construction.
- Good PowerPoint and Excel skills
- Should have sound customer service skills and soft skills with a prime focus being on customer satisfaction.
- Ability to work with team members across locations and communicate with clients.
- Self-starter with the ability to work independently and with less supervision.
- Team management & Performance Management skills
- Should be amenable to any shift schedule
- Amenable to work onsite in Cebu Business Park, Cebu City
- Manage a team of 15-20 quality analysts.
- Monitor agents for compliance with established processes, policies, and guidelines.
- Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
- Analyze information and utilize it to build recommendations to reduce errors and improve process performance.
- Create and maintain tracking reports in relation to performance.
- Create PowerPoint presentations for weekly, monthly, and quarterly business reviews.
- Monitor Site performance against key business metrics like Productivity, Accuracy, CSAT, Quality, AHT, etc. Baseline Targets, Quality Score, QC Accuracy, Staff Utilizations, CSAT
- Accountable for providing timely and efficient service to clients; reviewing the operations and taking proactive measures to avoid escalations, ensuring the team understands how to leverage resources to address issues, and delegating workload across the leadership team.
- Actively initiate, drive, and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc
- Calibrate with the client quality team to ensure consistent delivery of quality assurance, creating and maintaining performance reporting.
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