Quality & Compliance Specialist

2 weeks ago

Mandaluyong City, National Capital Region, Philippines ASPIRE LIFESTYLES (PHILS.), INC. Full time ₱1,200,000 - ₱2,400,000 per year

Business Development

· To deliver on established plans, ensuring adoption of best practices including measurable outcomes, and engaging cross-functional stakeholders in the process.

· Working with local operations management to ensure there is a plan in place to fulfill Internal Audit requirements or/and ISO9001:2015 (as applicable).

· All local center innovation and/or improvement initiatives must be loaded onto the QII Portal.

· Support the implementation of new NPS promoter survey programs.

· Schedule & document monthly meetings in conjunction with L&D & relevant stakeholders (e.g. SD) to review quality evaluations outcomes, NPS, Hydra, client outcomes (e.g., benefits, programs, initiatives), and real-time observations as inputs to developing supporting QC intervention.

Team Building and Retention

· Maximize performance, development opportunities, and retention across concierge platforms.

· Support the platform in the effort to have a constant, standard process in the strategy of team retention.

· Ensure all team members have a relevant platform to obtain feedback through coaching to improve their service delivery to our clients/customers.

Quality of Service Delivery

· Support the evaluation of Customer Experience using various tools/systems and success measures.

Tracking, reviewing, and monitoring of score cards i.e.,feedback ,interaction reviews, and case audits.

· Deliver effective complaint & escalations management, and service recovery processes. Including but not limited to investigation, root cause analysis and accurate documentation within Hydra Feedback and compliance with the group procedure(s).

· In alignment to internal and client standards, perform interaction evaluations and calibrations to ensure standardization within the local platform and globally.

· Attend and support Daily Huddles with recommended interventions and updates.

Productivity Improvements

· Driving a step-change in the efficiency of the local center.

· Compliance with reporting and required quotas of quality & compliance tasks.

· Identification, definition, and implementation of process improvement to improve customer experience.

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