call center Quality Assurance - assistant manager (alabang)TASQ Staffing Solutions

About the job: Quality Assurance - Assistant ManagerSchedules: shifting schedules either on midshift or nightshift

Key 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
Process Excellence
Drive top-down and bottoms-up ideation to identify improvement opportunities in the account to meet the productivity improvement targets. Analyze the opportunities by demonstrating strong process knowledge, understanding of the client's business scenario, understanding of constraints in implementation, etc. Lead small/medium-sized projects and perform project management activities. Able to estimate the benefits of transformation projects and present it to Finance/clients for sign-off
Metric Management
Monitor the SLA performance of the engagements. Conduct analysis to bring out insights. Drive Visualization initiative on the floors
Talent management
Conduct basic quality trainings to upskill quality and Ops resources. Provide appraisal feedback to direct reports. Ensure employees are engaged and attrition is under control
Benchmarking and Best Practice Sharing
Deploy best practices from other engagements to achieve benchmark performance and share best practices followed in the engagement at the DC/vertical level.
Risk Management
Identify engagement and process-level risk by performing risk audits and discussions with process owners and cons and drive de-risking.
Key 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
TASQ Staffing Solutions

Muntinlupa City, Metro Manila
Permanent
Full-time