regional Quality ManagerEasy Payroll Global Philippines Inc.

What you'll be doing (ie. job duties):
Responsible for the management of Quality operations regionally across BPO and FTE teams including:
Reviewing QA metrics for individual, workflow, and team-level adherence
Ensure timely delivery of day-to-day quality metrics from internal and vendor teams
Monitoring error trends and team performance to provide recommendations for improvement plans
Coach and develop a team of Quality analysts whilst fostering a team culture of belonging and inclusion
Highlighting error gaps and improve the audit process to ensure clear, timely and actionable feedback is sent to internal/external teams to improve their performance
Manage Client's vendor teams by reviewing QA scores, audit-of-auditor calibrations and gathering insights through QA analysis
Identify areas to improve the customer experience through QA Insights
Perform weekly qualitative and quantitative analysis of QA performance; partnering with internal stakeholders to aggregate, prioritize and communicate top QA issues impacting the organization
Work on strategic projects to help launch and integrate quality for new products, policies, and support sites
Travel to Client offices and/or vendor sites for check-ins and projects
What the Client look for in you (i.e. job requirements):
4+ years of relevant experience in financial services, technology, customer support operations, business operations, and/or quality management
3+ years of people management experience
Experience in project management and process improvements
Experience working with vendor partners on a global scale
Strong communication skills in order to operate across multiple departments and stakeholders
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
Travel requirements up to 20% to Client offices and vendor locations (depending on business need)
Nice to haves:
Experience with regulatory policies and support workflows (Compliance, Payments, Risk, Fraud)
Exposure to different channels of support, including voice, email, social and/or chat.
Advanced understanding of Google apps, JIRA, Salesforce Service Cloud
COPC or Six Sigma Certification