manager, QUALITYQualfon

Job Summary Main Objectives and Functions: 1. Achieve center performance target on Quality metric - In-charge of the center's overall performance onQuality metric - Responsible of designing QA strategy alongwith SOM/OM and Account Managers (remedia Job Summary Main Objectives and Functions: 1. Achieve center performance target on Quality metric - In-charge of the center's overall performance onQuality metric - Responsible of designing QA strategy alongwith SOM/OM and Account Managers (remedialplan) - Defines standards and establish clearly definedquality methods for staff to apply - Conducts Root Cause Analysis meetings with theManagement Team - Ascertains that the QA Team follows setprocedures in a consistent manner - Ensures deployment of new programs andprocedures - Works with Training and Recruitment Heads toassess and address quality of new hires - Identifies relevant quality-related training needs - Validates effectiveness of feedback and coachingon Quality metric - Recommends to operation heads corrective actionrequired for unacceptable offenses affectingperformance - Creates the site QA strategy and action plan for allskills and groups 2. Support for Operations - Ensures enough QA Staff cover support forOperations align QA assignment - Responsible for selection of new QA Analysts andQA Supervisors coordinates with Recruitment inthis regard - Validates understanding of the staff and agents onthe QA Guidelines - Provides trainings and tools to staff when neededin order to drive performance and achieve results - Reinforces Operations compliance on the QAprograms and action plans - Reviews and approve the weekly monitoringcalendar - Ensures team deliverables are met and track QAteam performance - Empowerment to provide DA to Staff fromSupervisor to OM position whenever noimprovement is shown. 3. QA Staff Performance Evaluation - Implements workload distribution to Senior QASupervisors to meet operational demands - Evaluates the Senior QA Supervisors monthlyoverall performance with a standard scorecard - Ensures that PIP is taking place in a regular basisand ensures the gaps are closed in teamperformance Mentors, coaches, and counsels Senior QA Supervisors to improve theirperformance - Ensures that every QA Staff is evaluated monthlyon overall performance and given feedback 4. Reports - Provides documented feedback to QA Managerand Operations Manager pertaining to the center'sperformance and challenges - Distributes department reports to QA Staff to meetoperational demands - Ensures the entire QA team is calibrated with theguidelines set by client - Sends list of agents enrolled to PerformanceImprovement Plan and their status - Responsible for accuracy and timely delivery ofreports and trends Information dissemination and calibration - Joins internal calibration sessions, with Operationsand with the client respectively - Escalates client-related issues to VendorManagement that are affecting performance - Ensures dissemination of new procedures andprograms center wide Special assignments and tasks - Leads the Immersion and Orientation of new QAStaff - Ensures participation in the department's activities Area of expertise (Skills) Certified 6Sigma Green Belt QA Tools and processes Data Analytics Customer Experience Other Skills and Experiences (Min) At least 2 years work experiencein the field of QA function, with at least 3years supervisory experience. Education Bachelor Degree
Monster

Dumaguete City, Negros Oriental
Permanent
Full-time