manager, quality

2 weeks ago

Dumaguete, Central Visayas, Philippines Qualfon Full time $70,000 - $120,000 per year

Overview:

Job Title: MANAGER, QUALITY

Responsibilities:

Main Objectives and Functions:

1. Achieve center performance target on Quality metric

  • In-charge of the center's overall performance on Quality metric
  • Designs QA strategy with SOM/OM and Account Managers (remedial plan)
  • Defines standards and establishes clearly defined quality methods for staff
  • Conducts Root Cause Analysis meetings with the Management Team
  • Ensures QA Team follows procedures consistently
  • Oversees deployment of new programs and procedures
  • Collaborates with Training and Recruitment Heads to assess quality of new hires
  • Identifies quality-related training needs
  • Validates effectiveness of feedback and coaching
  • Recommends corrective actions for performance-impacting offenses
  • Creates site QA strategy and action plan for all skills and groups

2. Support for Operations

  • Ensures adequate QA Staff support for Operations; aligns QA assignments
  • Selects new QA Analysts and Supervisors; coordinates with Recruitment
  • Validates staff and agent understanding of QA Guidelines
  • Provides training and tools to drive performance
  • Reinforces Operations compliance with QA programs and action plans
  • Reviews and approves weekly monitoring calendar
  • Tracks QA team performance and ensures deliverables
  • Authorized to issue DA to staff from Supervisor to OM if no improvement is shown

3. QA Staff Performance Evaluation

  • Distributes workload to Senior QA Supervisors to meet demands
  • Evaluates monthly performance of Senior QA Supervisors using scorecard
  • Ensures regular PIP implementation and gap closure
  • Mentors, coaches, and counsels Senior QA Supervisors
  • Ensures monthly evaluation and feedback for all QA Staff

4. Reports

  • Provides documented feedback to QA and Operations Managers
  • Distributes department reports to meet operational demands
  • Ensures QA team calibration with client guidelines
  • Sends list and status of agents in Performance Improvement Plan
  • Responsible for accurate and timely delivery of reports and trends
Additional Responsibilities:

Information Dissemination and Calibration

  • Participates in internal and client calibration sessions
  • Escalates client-related performance issues to Vendor Management
  • Disseminates new procedures and programs center-wide

Special Assignments and Tasks

  • Leads Immersion and Orientation for new QA Staff
  • Ensures participation in department activities

Qualifications:

Qualifications:
  • Certified Six Sigma Green Belt
  • Proficient in QA tools and processes
  • Skilled in Data Analytics and Customer Experience
  • Minimum 2 years QA experience, 3 years supervisory experience
  • Bachelor's Degree
Skills and Competencies:
  • Keenness to Detail
  • Problem Solving
  • Quality Assurance and Control
  • Analytical & Logical Thinking
  • Oral Communication

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