Operational Excellence Manager

1 week ago

San Fernando, Central Luzon, Philippines beBeeQuality Full time ₱800,000 - ₱1,200,000
Job Opportunity

Key Responsibilities:

  • Oversee QA productivity and effectiveness.
  • Conduct transaction auditing sessions and JMS sessions for Q-representatives.
  • Maintain a motivated QA team, ensuring each member understands company policies and guidelines.

Requirements:

  • Strong organizational qualities and confidence.
  • Sound communication and customer service skills.
  • Courtesy, patience, and a professional attitude when interacting with QAs and customers.
Essential Roles and Responsibilities
  • Prepare weekly sampling plans and share them with the QA team.
  • Monitor all types of transactions in assigned programs.
  • Ensure three audit types are done as recommended by COPC: live, recorded, and side-by-side.
  • Meet sampling adherence requirements; implement MIPs if necessary.
  • Track QAs' feedback based on call audits to improve consultants' performance.
  • Verify QA accuracy through ATA and calibration.
  • Prepare and share Gage R&R reports.
  • Act as a consultant and advisor to QAs on parameters during need.
  • Conduct frequent QA reviews and provide input on areas to focus.
  • Facilitate QA training during nesting.
  • Analyze monitoring data to identify program-level issues and opportunities.
  • Communicate insights and analysis regularly to different teams.
Technical Skills
  • Good knowledge of quality metrics, their measurements, and thresholds/targets.
  • Knowledge of critical and non-critical errors in transactions.
  • Investigative and business writing skills.
  • Ability to create reports using various tools and applications.
  • Basic exposure to statistical tools and approaches, trend analysis, and cause analysis.
  • Working knowledge of MS Office (Word, Excel, PowerPoint).
Behavioral Attributes
  • Hard-working, innovative, and meticulous.
  • Good decision-making and problem-solving abilities.
  • Team handling and people management skills.
  • Excellent communication and analytical skills.
  • Proactive approach rather than reactive.

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