Quality ManagerSupportNinja

Position Title: Quality Manager
Work Location: Clark, Pampanga
Company Overview
As the fastest-growing outsourcing solution in North America, SupportNinja is redefining the BPO 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 Sports Illustrated, HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. SupportNinja is one of the 100 fastest-growing private companies in the US, one of the fastest-growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.
Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!
Duties and Responsibilities
The Quality Manager's main responsibility is to manage the Quality Assurance team and to provide comprehensive projects essential to the continuous growth of the employees whose daily deliverables are being measured. The Quality Manager is expected to perform management-level work overseeing all aspects of client-specific, call-center quality assurance. The Quality Manager is responsible for placing the highest priority on providing quality service by overseeing all the activities of Quality staff ensuring appropriate procedures are followed; Establishes an excellent working relationship with the assigned client(s) or client representatives continuously striving to improve the level of overall service that SupportNinja provides. Oversee activities related to reviewing all new and existing departmental processes and client processes ensuring efficiency and quality service. The Quality Manager is also responsible for direct project planning and coordination of quality and process improvement activities based on analysis of feedback. * Manages the Quality team on exceeding the quality delivery of the overall operational metrics & targets.
Places the highest priority on providing quality service by overseeing all the activities of the Quality Team ensuring appropriate procedures are followed.
Performs regular audits on staff at assigned sites to ensure consistency of methods and procedures, quality of the evaluation, and documentation of issues.
Partners with peers and Executive Management team to discuss quality assurance policies and procedures, strategies and to ensure consistency from site to site.
Performs analysis of feedback methods to determine the effectiveness and assist with developing action plans to identify and resolve issues in a timely manner, which may involve partnering with other divisions on quality and training issues.
Provides feedback on the development of methods and procedures to meet client and company goals and objectives.
Oversees and manages activities related to reviewing all new and existing departmental processes (e.g., tasks services procedures policies, training, documentation, etc.) and client processes ensuring efficiency and quality service.
Compiles data for audits to determine compliance with approved methods and procedures and identify trends indicating the need to modify existing methods and procedures.
Provides recommendations to management on changes necessary to improve line group efficiency and quality.
Documents new and existing procedures to create manuals; understands and supports all departmental operating policies and procedures relating to business procedures, philosophies, and conduct.
Innovates ideas and helps clients create work process standardization.
Coaches, develops, and mentors subordinates to achieve quality performance.; Assist staff with establishing and attaining career development goals; Conduct formal appraisals and performance reviews.
Ensures that employee training is effectively conducted for all positions throughout the assigned area of responsibility.
Monitors staffing levels, trends, and turnover and prepares recommendations to management outlining efforts to maintain a quality staff.
Understands and supports approved corporate and departmental policies and procedures relating to business procedures, philosophies, and conduct ensuring communications and acceptance by staff.
Partner with Talent Acquisition to develop a hiring strategy to attract and retain employees for current and future open positions.
Establishes an excellent working relationship with assigned clients and continually strives to improve the level of overall service that SupportNinja provides.
Participates in client meetings and conference calls to identify issues and make recommendations on how to eliminate future occurrences.
Serves as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner.
Implements clear overall quality strategy with scalable process/tools/ systems that allow resource-efficient monitoring of decision accuracy and align to client contract agreement.
Escalates to management any situation outside the employee's control that could adversely impact the service provided to the client.; Provides feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions.
Identifies any obstacles to providing the highest quality customer service and communicates constructive feedback to management.
Directs project planning and coordination of quality and process improvement activities based on analysis of feedback.; Ensures all projects/assignments are completed in a timely, accurate, and quality manner; conducts meetings with the Operations team, Project Managers, or clients to review current results and recommendations as well as receive input for future potential projects.
Establishes and develops ongoing relationships with clients to include participation in client visits and tours and maintain contact with clients on problems that require close attention
Qualifications: * Bachelor's degree preferred from an accredited college or university with major course work in business administration, communication, marketing, or a related field is required.
Equivalent work experience in a similar position may be substituted for educational requirements.
Minimum 3 years quality assurance experience in the telemarketing industry required, preferably in a global multi-location corporation; Minimum 3 years quality management experience required.
Strong interpersonal, communication (verbal and written), organizational and presentation skills,
Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions.
Process improvement and project management experience.
Comfortable with and excels in a fast-paced environment with frequently changing priorities.
Ability to collaborate with stakeholders at all levels of the organization.
High level of integrity, honesty, and judgment.
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Google Suite, or ability to learn technology quickly.
Lean Six Sigma and COPC Certification is a definite advantage.
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.
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SupportNinja

Philippines
Permanent
Full-time