QA ManagerExpertiseLocal

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Job Summary
The QA Manager will oversee our team of virtual (work from home) Quality Assurance agents. We are looking for an orderly and industrious leader with experience in QA who can deliver results. You should be a highly motivated, self-driven individual who can coach and drive a winning culture. This is a night shift role requiring root cause analysis skills, excellent levels of reporting and elite communication skills.
This is a work from home position
Night shift Philippines time from 10pm to 6am, Mon - Fri
Duties and Responsibilities
Responsible for overseeing the work of the QA team to ensure SLA's and KPI's are met and exceeded
In conjunction with the Unit Manager design, implement and update documented process and performance management strategies to improve QA performance and business efficiencies above targeted goals
Formulate action plans to meet and exceed targets
Ensure the team's compliance with the prescribed internal company policies and guidelines as well as proactively updating policies and procedures as required.
Call and preside over weekly meetings to discuss with the team the previous week's performance and issues encountered and drive improvement if the target is not met
Prepare and send detailed reports regarding the team's performance to the client that presents weekly and monthly performance on productivity, quality and attendance, and action plans in place in case targets are not met
Review all performance trackers (Productivity/Quality, Scorecards) and discuss with the Team Leaders the corresponding actions to be taken.
Evaluate agents and team leader performance and issue performance improvement plans
Conduct regular documented coaching sessions
Lead weekly QA calibration sessions with the onshore client
Perform ad hoc tasks as required
Work Experience
Proven track record as a team leader or above in a relevant job description. Experience running virtual teams is a bonus
Competency Requirement
Analytical, Problem-solving and simplification of workflow
Excellent interpersonal, organizational and time management skills
Ability to manage varying skills of employees
Strong organizational, multi-tasking and delegation skills
Ability to deal with conflict and disciplinary issues in a positive and timely fashion
Willingness to sometimes commit duties outside of what is normally required in order to achieve desired results, especially those with a clear deadline of tasks that will affect the productivity of other teams if not done properly
Excellent communication skills both verbal and written
Commitment to get the job done
Excellent leadership skills
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Jazz

Philippines
Permanent
Full-time