Associate Director Quality

5 hours ago

Manila, National Capital Region, Philippines GreenTree Advisory Services Pvt Ltd Full time ₱1,500,000 - ₱3,000,000 per year

Purpose of the role

The Associate Director
Cap Dev
– Quality is responsible for Strategizing, conceptualizing & implementing Strategic quality framework & improvement projects that supports consistent delivery of client metrics & value to business. Responsible for managing onshore quality team for diverse businesses from Offshore location. Champion customer experience, cost and compliance goals for the org. Partner with various stakeholders to support business and create value for client and Org. Champion the FSL values.

  • Manage and implement quality methodologies such as six sigma, Lean & COPC, at least 7 years in BPO sector.
  • Working closely with clients to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality.
  • Proactive management of identifying trends, producing root cause analysis and providing solutions
  • Innovate and improve processes.
  • Knowledge of Industry tools including but not limited to AI, RPA, ML and application to improve customer journey.

Key Performance Indicators

Business Delivery:

  • Manage the end-to-end Quality process for all business units, ensuring robust measurement frameworks, audits, and performance metrics are established and tracked
  • Monitor performance through KPIs and analytics to identify trends, gaps, and improvement opportunities
  • Create & implement robust QA framework including measurement criteria, sampling design, insights and analysis structure & governance. In touch with industry standards of QA practices and partnering with cross functional teams to bring it to life
  • Partner with operations, training, Process Excellence, Analytics to deliver on key customer and compliance metrics for the site.
  • Enhanced client delivery through process improvement, automation. Reduce business costs through innovation and automation.
  • Working knowledge of Automated QA, QMS, ML, AI & RPA practices. Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client.
  • Promote a culture of agility, innovation, and continuous improvement.
  • Mentor and lead teams in process redesign and quality improvement projects
  • Develop and execute change management plans to ensure successful adoption of new processes
  • Manage health of compliance and business risk for all accounts by preempting risks and managing it timely
  • Partner with training on TNI and advisor improvement journey

People Delivery

  • Manage a team of quality Leads, AM's, Managers & Sr. Managers for various businesses.
  • Plan people development and succession planning for team.
  • Identify KSA and plan upskilling of the team to meet business and industry standards.
  • Responsible for people's annual goals and month-on-month review
  • Create a culture of Customer Experience across all teams.

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