Quality Assurance Manager

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.