Manager, Quality

2 days ago

LinkSY IT ParkBantayan Dumaguete City Negros Oriental, Philippines Qualfon Full time ₱1,200,000 - ₱2,400,000 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

  • Manager, Learning

    2 days ago

    LinkSY IT Park,Bantayan Dumaguete City, Negros Oriental, Philippines Qualfon Full time ₱1 - ₱2 per year

    OverviewJob Title: Manager, Learning & DevelopmentResponsibilitiesMain Objectives and Duties:1. Training Program Design and DevelopmentDesigns and develops training and development programs based on organizational needs.Collaborates with Trainers to produce relevant programs tailored to the organization or client's requirements.2. Implementation of Training...

  • Lead, Project

    2 days ago

    LinkSY IT Park,Bantayan Dumaguete City, Negros Oriental, Philippines Qualfon Full time ₱30,000 - ₱60,000 per year

    OverviewJob Title: Lead, ProjectResponsibilitiesMain Objectives and Duties:Project ImplementationResponsible for successful implementation of internal and external projects within time and budget.Understands SOW and project requirements aligned with company standards.Follows departmental business processes.Conducts risk analysis and designs mitigation...

  • MANAGER, QUALITY

    5 days ago

    Dumaguete, Philippines Qualfon Full time

    Main Objectives and Functions 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...

  • manager, quality

    2 weeks ago

    Dumaguete, Central Visayas, Philippines Qualfon Full time ₱900,000 - ₱1,200,000 per year

    OverviewJob Title: MANAGER, QUALITYResponsibilitiesMain Objectives and Functions:1. Achieve center performance target on Quality metricIn-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...

  • Construction Manager

    3 weeks ago

    , Negros Oriental, Philippines Community Developers and Construction Corporation Full time

    Community Developers and Construction Corporation Overview The Construction Manager is a vital contributor to construction projects, responsible for ensuring their safe, efficient, and high-quality execution. This role involves overseeing contractors, coordinating project activities, managing technical aspects, and representing the owner's interests. The...

  • HR Manager/Supervisor

    3 weeks ago

    , Negros Oriental, Philippines All Natural Coco Products, Inc. Full time

    Responsibilities Oversee recruitment, onboarding, and employee relations. Develop and implement HR policies and programs. Manage performance appraisal and talent development. Ensure compliance with labor laws and regulations. Address employee concerns and resolve conflicts. Enhance workplace culture and employee engagement. Assist in payroll and benefits...

  • Quality Assurance Analyst

    2 days ago

    Dumaguete, Central Visayas, Philippines Peak Outsourcing Full time ₱240,000 per year

    Job DescriptionThe Quality Assurance (QA) Analyst will support the quality assurance effort by systematically reviewing customer interactions and applying established quality standards to approved quality scorecards. The aim of this role is to ensure that quality assurance is applied in an independent, objective and neutral manner. The goal is to improve the...

  • Quality Assurance Analyst

    2 days ago

    Dumaguete, Central Visayas, Philippines Peak Outsourcing Full time ₱180,000 per year

    Job DescriptionThe Quality Assurance (QA) Analyst will support the quality assurance effort by systematically reviewing customer interactions and applying established quality standards to approved quality scorecards. This role aims to ensure that quality assurance is applied in an independent, objective, and neutral manner.The goal is to improve the customer...

  • BCES Information Systems Manager

    9 hours ago

    Bantayan, Philippines City of Richland Full time $108,026 - $129,625

    Department:Benton County Emergency ServicesDivision: JurisdictionThe City of Richland is looking for a well-qualified Information Systems Manager to oversee the IT activities and operation of the Benton County Emergency Services (BCES) site. Target Hiring Range: $108, $129,625.60 Annually (DOQ)Position Salary Range: $108, $151,236.40Position will be open...

  • WFH | Website Quality Assurance Specialist

    4 weeks ago

    Dumaguete, Philippines Peak Outsourcing, Inc. Full time

    We're looking for a detail-oriented and motivated Website Quality Assurance Specialist to join our team. The ideal candidate will be instrumental in maintaining the integrity and functionality of our web properties, ensuring a flawless user experience across all devices and browsers. The ideal candidate will have a strong eye for detail, excellent...