Quality DirectorSupportNinja

Position Title: Quality Director
Job Location: Clark Freeport Zone, Pampanga
Why we're awesome?
SupportNinja is redefining the outsourcing space. Our mission is to "Show the World a Better way to Outsource". What does this mean?
We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.
We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world's largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.
Be a Ninja and enjoy the following benefits:
Fun, fast-paced environment where you can stretch your creativity
Stress-free start up accounts
HMO upon hire + 1 dependent upon regularization!
Life Insurance upon hire
10 Paid time off upon regularization + 1 Birthday leave every year!
Competitive Salary
Job Responsibilities: * Directs the Quality team on exceeding the quality delivery of the overall operational metrics & targets.
Directs, delegates, and provides developmental feedback essential to the growth of the team and process
Directs team priorities and meet deadlines by organizing work schedule and providing business intelligence
Oversees research, studies, and data analysis which will be recommended to the management in order to conceptualize proposals for improving the quality of performance of the Quality team and cascades the information to all parties concerned
Reviews quality reports and analysis that will be used by both the client and operations
Provides thought leadership and suggests necessary improvements in quality processes, programs, and procedures; Directs teams both on-site and remotely provide best practices to team members
Directs the utilization of the provided quality platforms and initiates building and developing integrations with client systems; Creates customized monitoring forms to fit the business needs of the clients
Conceptualizes and improves QA guidelines, procedures, processes to Quality team members in a consistent way through weekly touch base
Directs the creation of appropriate responses to priority and/or high complex client requests to ensure that requests are handled efficiently and effectively within the given deadlines
Identifies and recommends development opportunities to client's policies and procedures that are beneficial to the business
Directs team meetings and operational-level client call to cascade updates and action plans of the Quality Department
Provides recommendations to mitigate risk points by leading performance trending analysis reviews
Directs department's processes and projects properly as planned and agreed with the management; oversees post-evaluation surveys and analysis to have a data-driven method of understanding the strength and areas for improvement of each process and projects
Sets S.M.A.R.T. goals for each process of the department to provide appropriate inputs and outputs; Reviews and revises existing process and procedures to align with set goals
Conducts timely meeting and session to guide employees from different departments and levels about updates and proper execution of the processes and procedures owned by the department
Keeps oneself updated with the latest and best practices by attending seminars and training related to the profession and have it applied in the existing process to continually improve it; creates processes related to the need of the company and in compliance with the standards set by the government and the organizations in which the company is part of
Qualifications: * Graduate of any business-related course or any trade equivalent
Quality Assurance Director in the contact center/BPO experience is required; Multi-site experience with experience in handling remote teams is a MUST.
More than 10 years of industry-related experience (Quality in a contact center/BPO)
More than 5 years of role-related experience (Director Role)
An assertive character that can work independently, yet function in a team environment.
Excellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational skills.
Ability to direct in a fast-paced, rapidly changing environment while managing multiple priorities.
Strong commercial understanding and previous accountability for profit targets.
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary
Powered by JazzHR
Jazz

Philippines
Permanent
Full-time