Job Description:

Manage Next-Gen Shared Services Quality Organization by consistently Raising-the-bar on service-delivery standards & enable low-risk & zero-surprises BAU
Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
Effective deployment of RCA framework including communication, follow through & training
Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook
Digitalization & mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework
Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience
Ensure continued alignment of account to ISO standards through checks & audits
Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring

Qualifications

Graduate / Post Graduate
At least 10-12 years overall work experience in the BPO industry
At least 6 years in Quality, as a Manager
Preferably with experience in handling a Healthcare account - customer service
Yellow Belt/Green belt Lean Six Sigma certified
Experience in automation of aspects of Quality function
Knowledge & experience of Agile methodology & demonstrate a digital mindset
Should have analytical bent of mind along with lateral thinking.
Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change
Advanced Excel and Presentation Skills
Willing to work onsite in our Quezon City site.

Quality Assurance Manager