Quality Assurance ManagerTelco Services International Pty Ltd

The Quality Assurance Manager is an integral role to TSA that is responsible for the monitoring & reporting on TSA's and Telstra's expected compliance, policies and quality standards both onshore and offshore. What should you expect from us Competitive Salary Package 2:00 AM to 11:00 AM, Sunday to Friday primary schedule with flexibility to a rotational roster depending on business needs (Night diff. applies to night shift) On-site set-up HMO coverage with free dependent Life Insurance Coverage Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines We promote within the company! Look no further to take the next step in your career Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about! Full time role available Job Description The Quality Assurance Manager will be required to work closely with all internal departments, external clients and their stakeholders. You will lead the Quality Assurance and Insights Teams' success through its people. You are expected to: Quality Assurance and Compliance Central point of expertise & reference for compliance introduction, standards, changes & queries. Owner of QA&C monitoring, audit and reporting program(s) for both the sales & processing platforms. Ensure quality of performance throughout onshore and offshore locations. Support the continuous improvement of training modules, programmes within Operations to ensure alignment of QA standards and processes. Reporting Periodic reporting to management o QA performance o QA outcomes/results o QA risks and insights Identifies and reports on compliance breaches, potential risks / threats and policy, procedure & standards adherence. Tasks onshore and offshore to be audited, documented and tracked and feedback conveyed to main stakeholders. Leadership Forecasting of monthly targets by Line of Business Team adherence to weekly and monthly targets Team Allocation by Line of Business and specific tasks completed weekly People Management Demonstrate effective communication throughout key stakeholders. Liaise with managers and sales channel to identify growth patterns and business requirements. Management of Quality Assurance staff to achieve team goals. Oversee staff day to day operations Conduct Performance Management and identify performance or competency gaps when applicable Coaching and development of team members o Conduct audit of QA staff o Conduct side by side coaching o Conduct team or individual training as required Host weekly team meetings Host weekly calibration sessions Conduct monthly one on one meetings with all team members Qualifications Must have at least 2 yrs. Quality Assurance supervisory experience in a BPO setting Working Knowledge on the following: Quality and Standards Legislation and Regulatory Requirements Understanding our Business Information Systems Support Knowledge Organisation and Planning Effective communication, organizational and time management skills Strong interpersonal skills with ability to work plan and organize Strong troubleshooting and problem solving skills Microsoft Excel Experience preferred (intermediate level) Excellent listening comprehension Online applications only
Monster

Metro Manila
Permanent
Full-time