BPO Manager - Quality (Airline/Travel)

JOB PURPOSE:

The BPO Manager - Quality (Airline/Travel) oversees and manages the full quality cycle, designs quality management system, develops sustainable improvements in operations, provides recommendations for process development, and leads standardization and documentation of team processes and procedures required by ATAIN to further drive reliability and consistency of operations procedures and protocols.

PRINCIPLE ACCOUNTABILITIES:

Oversees and manages the Quality team in developing a team of quality professionals to ensure the delivery of quality metrics aligned to customer and business requirements.

Manage and participate in the development of new quality processes and quality tools.

Support activities include assessment activities related to the Quality Program,

identification of risks and recommendations, draft QA documentation and conduct in

depth quality assurance reviews

Lead/participate in maintenance of standard processes and new process releases

and provide coaching for institutionalizing them

Conduct Root Cause Analysis for problem contracts Perform as a Recovery

Resource on problem contracts

Available to be leveraged as a resource (if available capacity) for Project/Program Management mobilization

Manage and participate in special projects as requested by Leadership pool including certifications, re-certifications and the assignment process

Track KPIs and develop quality processes aligned with performance measures

Client Management: Lead quality performance discussions with clients and address operational concerns.

EDUCATIONAL QUALIFICATIONS:

• Bachelor's Degree holder, but also open to undergraduates with strong related experience

RELEVANT EXPERIENCE:

• Needs to have 2-3 years solid experience as Quality Manager in a BPO setup
• At least 1-2 years experience handling Airline or any Travel program
• Strong experience with Analytical, Reporting, Presentation and Insights Generation
• Knowledge with 7 Basic QA tools
• Lean certification & ISO lead auditor certification is a plus
• Can interact with senior management at a client and/or within ATAIN, involving matters that may
• require acceptance of an alternate approach.
• Project management experience is a plus.
• Can start asap and amenable to work full onsite in Alabang, Muntinlupa in shifting schedule