Quality Assurance Manager- bacolod cityTranscom

Job Description
The purpose of this role is to manage daily operations of the Quality Analytics and Performance Improvement Department to ensure world-class service delivery through insights and analytics. The Quality Manager (People Manager) is responsible for driving continuous and process improvement in the campaign
that result to improved performance and increase in Transcom revenue in producing improvement and cost efficiency insights.
Essential Duties & Responsibilities:
People Development
Create Individual Development Plans based on Competency Assessment results
Rank & develop QA Specialists / Analysts based on 7 Competencies
Conduct monthly skip level Temp Check sessions with L1 staff
Coaching and direction of QA Supervisors and Analysts
Assessment and maintenance of staffing and ratio
Insights and Analytics
Coordination with Campaign QAPI Managers for Insights
Focus KPI's
Target-setting
QA FTE requirement per project targets
Target Completion
Audit Accuracy
Stakeholder Management
Represent the department during Management and Client meetings which requires participants from QAPI
Conduct / join internal and external calibration sessions
Liaise with key internal and external stakeholders via meetings, focus group discussions, business reviews to support performance improvement needs
Job Specifications (Qualifications, Skills and Experience):
Educational Background:
At least 2 years in college or Senior High School Graduate
Work Experience:
BPO experience (internal and external candidates)
Green KPI Performance without any progressive discipline for the last 9 months (internal)
Experience in managing people / teams
Experience in internal and external client interaction is preferred
Quality and Customer Experience Work
Skills Requirements:
Functional Knowledge
Exceptional Leadership skills
Outstanding Organizational Skills and Time Management
Able to be confident in front of people at all levels internally and externally
Can delegate and manage tasks
Essential
Strong experience in MS Office Suite (Excel, PowerPoint, Word, Visio)
Knowledge in using Google Apps (Sheets, Slides, Docs)
Good understanding of analytics methodologies and keen attention to details
Strong understanding of Contact Centre Operations
Desirable
Lean Six Sigma Green Belt Trained / Certified
Knowledgeable of Customer Experience Management
Bossjob

Bacolod City, Negros Occidental
Permanent
Full-time