BPO Quality Assistant Manager

2 weeks ago

Ayala Alabang, National Capital Region, Philippines TASQ Staffing Solutions Full time


About the job: Quality Assistant Manager (Alabang) | Onsite

Work Setup: Alabang (Onsite)

Shift: Shifting Schedules

Responsibilities:

  • Financial assessments and revenue health.
  • Process Management: Ensure adherence to the quality framework for the existing scope and deploy the framework for any new ramp-ups. identify the internal pain areas in client processes and build robust controls around them
  • Process Control & Verification: Deploy and monitor process verification methods (transaction monitoring). Establish control measures in the processes to achieve process stability and consistent delivery. Establish quality measurement methods and ensure scores are improved.
  • Client Management Relationship: Participate in engagement reviews with clients to provide quality specific performance reports. Analyze customer complaints, conduct root cause analysis, and take corrective actions.
  • Process Institutionalization: Conduct engagement-specific verification audits to identify gaps with respect to QMS. Raise and follow up on closure of CARs
  • Change Management: Address issues at engagement level while implementing the changes and ensure that changes are being sustained over a period of time

Requirements:

  • Bachelor's degree graduate, any field.
  • Professional experience in leadership in the quality department in a shared service or BPO environment.
  • Minimum of 5 to 7 years in the BPO industry and within the quality assurance team
  • Must have at least 4 years of leadership experience
  • Excellent interpersonal, communication, and analytical skills.
  • Six Sigma Green Belt, Lean certification, and/or ISO are required.
  • Ability to multitask in a fast-paced environment, and must be willing to work on shifting schedules and be assigned to work onsite in Alabang.

Certifications & Competence:

  • Must be a Green Belt Lean Six Sigma Certified.
  • Trained in Black Belt Certification is a plus.
  • ISO 9001 Exposure

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