Quality Assurance Manager

5 hours ago

San Fernando, Central Luzon, Philippines New York Family Dentistry Full time ₱1,200,000 - ₱2,400,000 per year

Key Responsibilities

  • Collaborating with cross-functional teams to manage and address quality issues.
  • Developing and delivering training programs for quality awareness and improvement of skills.
  • Assure the reliability and consistency of production by checking processes and final output
  • Report all malfunctions to main executives to ensure immediate action
  • Facilitate proactive solutions by collecting and analyzing quality data
  • Keep records of quality reports, statistical reviews and relevant documentation
  • develop, implement and manage quality control measures and processes to ensure all project's meet quality specifications
  • recognize any problems such as product defects or bugs and conduct a thorough analysis to determine the problem, especially if it reoccurs
  • carry out employee performance evaluations and manage disciplinary procedures
  • Facilitate proactive solutions by collecting and analyzing quality data

  • Performing regular audits to verify compliance with quality standards and operational guidelines.

  • Utilize advanced Call Listening software tools such as Patient Prism and Peer Logic to assess the quality of both inbound and outbound calls.

  • Identify calls with suboptimal scores and promptly flag them for further review by Organization Team Leaders.

  • Collaborate with Team Leaders to implement targeted coaching sessions for agents to improve their performance based on identified areas of improvement.

  • Conduct thorough call audits to ensure adherence to prescribed scripts and protocols.

  • Maintain meticulous records of audit findings and provide actionable feedback to agents and supervisors.

Qualifications

  • BS/BA in business administration or relevant field
  • Knowledge of call center technology and management systems.
  • Certified Quality Auditor (CQA), Certified Quality Engineer (CQE), Lean, Six Sigma, or International Organization for Standardization (ISO) certifications preferred
  • Proven experience in quality assurance within a call center environment, preferably in the dental or healthcare industry.
  • Proficiency in using Call Listening software, such as Patient Prism and Peer Logic, to evaluate calls and generate insights.
  • Strong attention to detail and analytical skills, with the ability to identify trends and patterns in call data
  • Excellent communication skills, both verbal and written, to provide constructive feedback and communicate effectively with team members and stakeholders.

General Skills

  • Quality Management
  • Risk Assessment
  • Performance Metrics
  • Quality Control (QC)
  • Root Cause Analysis
  • Data Analysis Software (e.g., Minitab, Tableau)
  • Six Sigma Tools
  • Customer Satisfaction (CSAT)
  • Key Performance Indicators (KPIs)

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